Forum Discussion

YesButNoBut's avatar
YesButNoBut
Joining in
6 months ago

How can I respond to an open complaint?

I am experiencing the same issue.

I receive an email from Virgin Media asking me to respond to an open ongoing complaint via scanning a QR code which looks as if it goes to a WhatsApp address. First of all, I don't have a phone that allows me to add or use apps such as WhatsApp, and secondly, I have asked specifically for Virgin Media to email me. 

I agree that it's as if Virgin have deliberately made it as difficult as possible to track and respond to open complaints.

  • Matthew_ML's avatar
    Matthew_ML
    Forum Team
    6 months ago

    Hey YesButNoBut, thank you for reaching out and a warm welcome to the community I am so sorry to hear this.

    If the team have tried to call you about the complaint they will try again.

    You can also track your complaint here.

     

    • YesButNoBut's avatar
      YesButNoBut
      Joining in
      6 months ago

      Thank you. 

      The problem is I specifically asked for the issues to be resolved via email or post and NOT phone — the complaint form itself asks "How would you prefer us to contact you" and I selected email there, too. And then I get an email saying VM tried phoning (!) and couldn't reach me, and the only way I can get back is to open a new complaint about the original complaint! There is no logic to any of it, let alone an actual resolution.

      • David_Bn's avatar
        David_Bn
        Forum Team
        6 months ago

        Thanks for coming back to us YesButNoBut, and I'm sorry to hear that the response to your complaint has not come through to you via the preferred methods.

        Check out the envelope in the top right hand corner and I'd be happy to pick this up for you and have this worked on for you.

        Thanks,

        David_Bn

  • YesButNoBut's avatar
    YesButNoBut
    Joining in
    4 months ago

    UPDATE: Thanks to David, I have finally managed to sort out the issue and the complaint has been closed. I only wish I'd come across this community and David earlier, I would have saved a LOT of time and avoided much stress.