Customer disaster

Question

From the moment my contract was taken out, this company has been an absolute shambles. 15 Months of a living hell that never ends. One department hasn't a clue how to communicate with another and each department has a qualification in time wastage.

I could tell the whole story but it wouldn't even cover the complete nightmare.

Virgin didn't transfer my contract with BT correctly, incurring charges of £70

I have been overcharged 5 times, received acknowledgement from Virgin of this.. then overcharged again.. owed £79.95.

I cancelled my account on 15th May and received confirmation that it was closed and I owed nothing.. it wasn't cancelled and I am now being chased by VM debt collection rubbish .. and my credit file has been affected.

I wrote and attached all the correspondence and proof.. received confirmation again that account is closed.. however its not.

I can't speak to a person who wants to help, or has the ability to.

The mantra is "waste their time and they will go away".

So far , an in order to resolve this living hell, I have made 33 phone calls spanning 7 hours.

Spent 140 hours on WhatApp

Sent 3 recorded delivery letters.

Emailed twice

Still the contract hasnt been cancelled.

I'm currently posting all the documentation on twitter for others to see and my solicitor says that the only way to get this resolved is to proceed with a personal injury claim for emotional distress.

Can anyone suggest a way to resolve this issue?

Cardiffman282 · Answer

That is quite an achievement by VM but no real surprise. Do please let Ofcom know all about your cancellation experience with VM&nbsp;https://community.virginmedia.com/t5/Community-Natter/Breaking-OFCOM-investigating-VM-over-difficulty-cancelling-VM/td-p/5365110

goslow · Answer

Stories of a shambolic business operation are the norm on here, unfortunately.

If the ombudsman judgement has not been implmented then I think you initially would refer back to the ombudsman to follow up with VM.

Beyond that you would probably be looking at a small claims court route for reimbursement (as you now have an arbitration decision).

Have you made some enquiries with Citizens Advice on how to go forward? They should be clued up on the fine detail of the consumer law on this?

Gillyhorner71 · Answer

Thanks for that, I've just emailed then a dosier so I will wait and see what they say.&nbsp;&nbsp;

Gillyhorner71 · Answer

I have let offcom know as I think they have their own investigation.

As for the Ombudsman? They found in my favour and Virgin ignored them and carried on.

Since I posted on this thread? The VM rep promised to call me back once he had spoken to his manager.. he didnt.

Meg on twitter privately messaged me asking for my complaint and promised to ring me back... she didn't.

There is not one person there capable of sorting out a problem... the company is a shambles

David_Bn · Answer

Good Afternoon Gillyhorner71, thanks for your post on our Community Forums, and a very warm welcome to you!
Sorry to hear of poor customer experience you've had with Virgin Media over an extended period of time.
I'd be happy to take a closer look into this for you, to see if this can be resolved for you.
Check out the envelope in the top right hand corner for a private message from me.
Thanks,
David_Bn

Forum Discussion

Customer disaster

7 Replies

Related Content

customer service complaint.

Not a customer.

customer charged to remove deceased husbands name from account

Shocking Customer Service.

Disaster