Forum Discussion

Stox1's avatar
Stox1
Tuning in
27 days ago

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!

  • Ayisha_B's avatar
    Ayisha_B
    Forum Team
    27 days 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
      25 days 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.

      • Matthew_ML's avatar
        Matthew_ML
        Forum Team
        25 days ago

        Hey Stox1, thank you for reaching back out and I am sorry to hear about your package issue.

        If you went via Uswitch this is a 3rd party site who sometime offer there own promotional offers.

        Do you have any type of paperwork which suggests you was offered this?

        Have you been in contact with USwitch at all?