Forum Discussion

Nostrils's avatar
Nostrils
Tuning in
4 days ago

Customer Service

Is it just me or other Virgin customer can never get hold of an advisor using their standard CS number?  To get to an advisor I had to go through ‘thinking of leaving us’ section.  I paid for a final account balance through my banking app using the correct bank details and Virgin media have lost the payment.  I wrote to ‘missing payments’ with evidence and explained to an advisor (twice) when, where, how, amount, inside leg measurement etc. And they still cannot find it.  I have waited 2wks and still no contact.  Speaking to them today which took over 30mins just to get past the automated madam and another 45mins going through security for the 3rd time….Customer Service is not Virgins strong point - anyone else agree

3 Replies

  • newapollo's avatar
    newapollo
    Very Insightful Person
    4 days ago

    Have you created a complaint regarding the missing payment, and the lack of contact and inability for the payement to be found.  https://www.virginmedia.com/help/complaints

    If you do decide to create a complaint then be sure to include all the necessary details as shown in the Help with payments not showing > What will I need to prove I've made a payment? section on the following page

    https://www.virginmedia.com/help/billing-and-payments/payment-issues 

     

    • Nostrils's avatar
      Nostrils
      Tuning in
      3 days ago

      Thanks for the information - I completed and submitted a complaint about the fragmented and complicated service.  Incidentally, Virgin said they would call to resolve the issue and blow me down with a feather….they did.  But not with a solution just asking repeated questions from my original enquiries.  Virgin have said they’ll resolve within 2 days if they don’t receive a response from the missing payments team!!, writing off the amount!

      • Vikki_M's avatar
        Vikki_M
        Icon for Forum Team rankForum Team
        3 days ago

        Hi there,

        Thanks for your post and welcome to our community. 

        We're sorry to hear about what's happened with the missing payment.

        Just to clarify for us please, have the team contacted the missing payments team and are awaiting their response?

        Have they agreed to contact you further once they hear back from that team? 

        Please pop back to us when you can.