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VMisgarbage's avatar
VMisgarbage
Tuning in
24 days ago

Health issues - absolutely vile customer service agent

Hello

I have just placed a switch to Sky Broadband due to the absolutely vile customer service agent I have had the misfortune of engaging with. 

I am in treatment for pre-cancerous cells of the uterus. My bill is overdue and I am paid at the start of the month. I called to enquire as to what I would need to pay in order to keep my services online until I am paid at the start of May, as my priorities have been elsewhere, and was greeted with a customer service agent who was hostile from the off. 

This was after I had to go around the houses on 5 separate calls as VM make it impossible to just speak to a human being. Your security screening is asinine - is it that difficult to just ask for a DOB like 95% of other companies? 

When I told your agent due to her attitude that I did not want to speak to her about my health issues and disclosed them, she ignored it and continued to be hostile. I do not think I am special due to the C word. I have looked at your forum and this appears to be a repeated theme for anyone with any kind of vulnerability - I have noted in very recent history a person having issues over homelessness and another experiencing issues with a very elderly parent. You are an absolutely wretched company that would clearly like to simply ride on the back of an established name but ensure it is impossible for any customer to contact you. 

In this case you should simply establish yourself as an online only service as that is clearly the avenue you wish to pursue. I would rather roll the die and take my chances on speaking to a UK based human at Sky. It is worth the early termination fees. 

In any case, it was pointless attempting to explain to this useless individual that suspending my services meant that I would be unreachable to medical contact. I have no mobile phone signal in my flat and rely on WiFi calling. The mobile phone provider means nothing. My flat is a conversion of a 200 year old building. 

The agent instead took great pleasure in, when again being reminded of my health status, that I was being "warned" for swearing once in the context of speaking (ie not AT her). Because again, what is more important is to become argumentative and not follow the slightest context clue. This I presume is rather easy when you have the attitude of someone who clearly despises their job. Or are just not very intelligent. 

She took great pleasure in being able to disconnect the call when I was asking when I would be called back the next day - again, when asking due to the nature of medical concerns. At every stage of the call - and I do mean from the point of her answering - I was clearly a nuisance. If she hates her job that much then get another one. 

If I appear hostile it is because I do not think I have ever had the misfortune of speaking to such a truly unlikeable human being in a customer service role. I have worked in a call centre many moons ago. I have dealt with very challenging people and I have dealt with straight up abusive callers. I have not, however, ever encountered a person who thinks it is normal business practice to become verbally abusive to a customer who discloses serious health issues then hang up on them. 

I knew it was a mistake to continue my service with VM after my landlord released the contract and bitterly regretted the decision instantly. You are a shell of the company you once were. 

billing
complaint
healthcare
overdue payment
vulnerable user

5 Replies

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

    Hello VMisgarbage,

    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 and would like to apologise for the experience that you had speaking with one of our team over the phone. 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

    • VMisgarbage's avatar
      VMisgarbage
      Tuning in
      24 days ago

      Hello 

      I have danced through your silly little hoops to set up a password on my account for your super serious customer security. Again, perhaps in future you can take customer service just as seriously. 

      Or ask customers for normal things like their DOB. 

      Please try me. I am willing you to try me so I can escalate this to the Ombudsman. 

  • VMisgarbage's avatar
    VMisgarbage
    Tuning in
    24 days ago

    Just for the record for anyone who has the misfortune of being a VM customer, whilst I should be practicing for the few parts of my postgrad I haven't deferred for health reasons (which must be completed for the end of this week) I am instead having to run around a forum like it is 2008 adding a security word to my account. 

    This is because despite having my full name, account number and address, VM somehow think that "security" is me confirming my email address (fine) and the date my next bill is generated as well as the amount of my last bill. Except the bill is overdue. And that amount apparently is incorrect. So what amount would you like me to supply to you given that I am looking at a pdf of my bill? 

    Apparently they're not like other companies who would just ask you for your DOB and your mother's maiden name. They're too cool for that. Rumour has it that they next ask you to verify by etching Roman numerals using unicorn blood on a waxing moon. 

    • Viper-t's avatar
      Viper-t
      Fibre optic
      24 days ago

      Hi, I am very sorry about your horrible experience with vm and while your health is poor, I am going through this right now too, new health challenge and had the worst time ever yesterday with off shore customer service, he to hung up on me and was just making noises at me down the phone, i will be making a complaint, vm was great I don't know what is happening.

      I am now being censored I posted yesterday and they changed the name of my title with no swearing in it, just said it was a disaster starting a new contract, and as we speak I have no connection at all they fixed it last night now it no longer works, I have had the same package for years like what are they doing to it, as I said disaster, hope you find a peaceful contract at sky I hear its good customer service an bt is good too, hope you get well soon and all the best.

      Kindest 

      Regards

    • newuser23's avatar
      newuser23
      On our wavelength
      24 days ago

      Hi VMisgarbage 

      I'm sorry to hear about your health problems, and I trust your medical treatment will soon be successful. 

      Unfortunately I can't be so optimistic about your Virginmedia treatment. From reading these columns it's clear they put every possible obstruction in the way of a customer with a problem. They really don't want to know. In their business model, the only contact they want from a customer is the monthly direct debit of whatever amount they choose to take. Unfortunately this isn't said in their glossy adverts, so unless you check first on Trustpilot or Which you don't know about their customer "service" until you have signed up.