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nanis4495's avatar
nanis4495
Joining in
2 days ago

Complaint Closed Without Resolution or Follow-Up

I’m very disappointed with how my recent complaint was handled. When I signed up for my service, the information provided by the representative was completely different from what Virgin Media is now claiming. I raised a formal complaint (C-0610255977), but it was closed without any resolution or agreement, and I haven’t received any follow-up or explanation since then.

I would really appreciate if someone from the team could review this case properly and get back to me with an update.

Broadband
cancellation
complaint
contract
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6 Replies

  • goslow's avatar
    goslow
    Alessandro Volta
    2 days ago

    Was the 'representative' a door-to-door VM sales person by any chance or was this via phone or some other means?

    • nanis4495's avatar
      nanis4495
      Joining in
      2 days ago

      I talked to a live agent via chat on the Virgin Media website and saved that chat history.

      • goslow's avatar
        goslow
        Alessandro Volta
        2 days ago
        nanis4495 wrote:

        I talked to a live agent via chat on the Virgin Media website and saved that chat history.

        In which case you can reject the complaint 'resolution' from VM. VM should provide you with a 'deadlock' letter and you can progress your case to the ombudsman using the process and timescales below using the evidence in your chat log.

        https://www.commsombudsman.org/our-process

        Alternatively, if you are still within your 14 day cooling off period, you can cancel everything.

        A VM person should reply here, usually within a few days, and may offer to look into the issue for you which might bypass all of the above.

        If you want to outline the discrepancies (without putting any personal info on the public forum) it will give the VM person something to go on when they do get here.