Forum Discussion

wild_ty's avatar
wild_ty
Tuning in
17 hours ago

Complaint Handling

I raised a complaint as I was offered a deal via the app that wasn’t honoured despite receiving a confirmation email with my updated package acknowledged.

The complaint has been handed off three times within certain departments over several days to then be told I had to ring retentions to fix the matter and then the complaint was closed after being “resolved”. Interestingly they told me to dial a number then press option 1-4-4 but it was a voice recognition style system! Therefore no success. 

May I check if I email back to the complaints team via the “resolution” email will it be reactivated?

Secondly does anyone know why Virgins complaints team seemingly do not have the ability to resolve matters themselves?  It seems odd to have to ring through to another team for this - especially the retention team.

 

2 Replies

  • Sabrina_B's avatar
    Sabrina_B
    Icon for Forum Team rankForum Team
    7 hours ago

    Hi wild_ty​ 👋.

    Thanks for reaching out to us, sorry to hear of the issues that you are facing with a complaint regarding an online deal. So that we can assist you we would need to bring you in for a private message, please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.

    Thanks.

    Sabrina

  • goslow's avatar
    goslow
    Alessandro Volta
    9 hours ago

    If you have made a formal complaint to VM, and it has not been resolved, you can reject the resolution, demand a deadlock letter from VM and then go to the ombudsman.

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

    There are regular topics on here about VM not honouring package renewal offers, even when the customer has the offer in writing.

    A VM person should reply here within a few days and may offer to try to help which might avoid the above.