Complaints being closed without resolution.
I've had several complaints open about a (now 6 month ongoing!) issue with broadband intermittency for many hours a day.
After finally getting it through that it's not a Wi-Fi issue, that the engineers who have visited have confirmed it's an issue at VM's end, and that the issue is indeed still happening I'll get an email stating:
"We have an update for you on how your complaint is progressing with us. We’ve tried to contact you to discuss in more detail, but we were unable to reach you. We didn’t want to delay things, so we’ve gone ahead and offered a proposed resolution.
We’ve looked into it and here’s what we found:
Thank you for your response.
Here’s a summary of the complaint outcome and what we propose as a resolution:
Upon reviewing your account, we see that our team tried contacting you but couldn't get through to you. We have now prioritized this, please expect a call to help you with the technical issues you have been facing in the next 24 to 48 hours time. Take care!."
This clearly states that someone attempted to contact me - they did not as I have 0 missed calls, 0 unread text messages and 0 emails from them to the contact details against the complaint.
It also states that my issue has been prioritized, and that someone will call within the next 24-48h. This also doesn't happen, so I reply to the email asking why someone didn't call, only for the same process to repeat.
After a few back and forths all with the same outcome, someone has now closed my case as a duplicate. This is gaming the system to close the case and prevent my follow-up emails from re-opening the case and therefore protecting their precious SLA numbers.
Why am I being lied to repeatedly? Surely this is a breach of contract?
Additionally - when I last checked my open complaints in the My Virgin Media area of your website - someone else's contact details are logged along with another complaint that I didn't raise!
What can I do? I appear to be totally out of options other than taking formal legal action.
