How do I escalate a complaint to a senior manager?
For the attention of a Senior Manager re: Escalation of my complaint Ref: C-250523916
My contract with Virgin Media should have ended on 4/4/23 after notice was given after many attempts to try and cancel via WhatsApp and calls where I repeatedly got cut off. After yet more calls, emails, and complaints, I am still being sent bills for payment, the latest for £100.39 due by 19/6/23, saying if I don't pay I will be disconnected! I do not owe Virgin any money, they owe me! They even cancelled my Direct Debit, not me. I am still waiting for my refund of £24.53 for 11 days @ £2.23 per day paid for in advance, i.e. 5-15 April inclusive. The last bill was for £66.90 for 16 March - 15 April paid on 3rd April by Direct Debit. (£66.90 divided by 30 days in April, equals £2.23 per day). I sent all this information to Virgin Media, the last time to Customer Representative, [REMOVED] who was dealing with my original complaint. He sent an email to me on 29/4/23 saying that I should not be charged anything after 4/4/23 and he would send it all over to his manager to clear off the balance and would also fill in a form for me to get VM equipment collected. I had been told the same by a previous Customer Rep called Gail, but nothing happened that time either. I’m still waiting and now Ronhyl doesn't answer my emails. What do I do next to get this sorted once and for all? I also still haven’t received the box to return the equipment. I have cancer and all this is making me more ill because of all the stress and worry. I also note from this forum that this is a very common complaint. Why does Virgin Media behave in this despicable way. I will never, never be a Virgin Media customer again after this debacle nor will I recommend them to others. I shall also send a complaint to the ombudsman and ofgem about the way I have been treated.
[MOD EDIT: Personal and private information has been removed from this post.]
