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Stox1's avatar
Stox1
Tuning in
3 months ago
Solved

Black Friday Promo – Lies, Deceit, and the Worst Customer Service!

Virgin Media’s customer service is an absolute shambles. I was promised bill credit and 3 months of Disney+ as part of their Black Friday deal.

When I chased it up and logged a complaint after receiving nothing, customer service confirmed over the phone that I would get it within 7-10 days—that was back in December. Now here we are in February, and suddenly they’re denying all knowledge and trying to fob me off with a £40 “goodwill” credit instead. Sounds like an admission of guilt to me! This isn’t just bad service—it’s blatant dishonesty.

How can a company advertise an offer, promise you’ll receive it within 7-10 days over the phone, then refuse to honour it? I’m sick of the excuses, lies, and delays. Virgin Media, stop lying to your customers and do the right thing!

  • Stox1's avatar
    Stox1
    22 days ago

    Thanks for you help @newapollo. After months of back and forth and no resolution, despite hard evidence from the DSR, I contacted the Communication Ombudsman, and got a settlement and an apology letter. I'm glad I stuck to my guns and didn't back down.

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  • Ayisha_B's avatar
    Ayisha_B
    Icon for Forum Team rankForum Team
    3 months ago

    Hi Stox1 👋

    Welcome back to our Community Forums and thanks for your post.

    I've had a look at our systems and can see the team have reviewed things but were not able to find any documentation regarding this offer on the account.

    Can you confirm how you took out the offer and if you received any documents for it? We can then look at honouring the deal for you.

     

    • Stox1's avatar
      Stox1
      Tuning in
      3 months ago

      This offer was taken out via Uswitch during the Black Friday promotion, and I have already shared this information. When I chased it up, a Virgin Media customer service representative confirmed over the phone on 20th December that I would receive £80 bill credit and 3 months of Disney+ within 7-10 days.

      Now, in February, I’m being told you’re only offering £40 as a “goodwill” credit. That sounds like an admission of fault, not a resolution.

      Please check your call recordings and logs, as this was clearly promised by your own customer service team representative. It’s unacceptable that I’m being put through this. I also can’t trust calling customer service because I have been lied to multiple times.

      Just honour what was promised—it really is that simple.

      • newapollo's avatar
        newapollo
        Very Insightful Person
        3 months ago

        You can make a DSR request yourself Stox1 

        Call recordings are kept for 180 days.

        https://www.virginmedia.com/help/dsar-faq