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JBurns22's avatar
JBurns22
Just joined
2 days ago

Credit not showing on account

Despite my best efforts of contacting  Virgin media numerous times via web chat and finally on the phone I was assured each time that my credit would be applied for 2 no shows visits that were cancelled on the day an engineer was supposed to show up. Again despite the promises made that the issue had been escalated to a manager via e mail and assured/promised the credit for the 2 no shows totalling £60.98 would be applied, to no surprise my account still has not been credited.

I can honestly say the customer service is non existent. Everyone I have spoken to has made empty promises, I have been told each time my issue would be resolved and it never has, the issues have never been followed through and there is no continuity of care, trying to actually speak to someone on the phone is an absolute joke as the ai bot just sends you  round in circles or cuts you off. 

 

virginmedia

4 Replies

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  • goslow's avatar
    goslow
    Alessandro Volta
    2 days ago

    A VM person should reply here, usually within a few days, and may offer to assist.

    Have you logged a formal complaint with VM? That would be a first step before going to the ombudsman if necessary.

    • JBurns22's avatar
      JBurns22
      Just joined
      2 days ago

      Thank you. I have received a pm to help.

      I have tried to use the e mail/web link to log a formal complaint but it appears to be broken/not working for me.

  • Steven_L's avatar
    Steven_L
    Icon for Forum Team rankForum Team
    2 days ago

    Hello JBurns22,

    Welcome to the Community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your account and the credit showing up. 

    I'd be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
    Kind Regards,
    Steven_L