Forum Discussion

Haldens's avatar
Haldens
Joining in
2 years ago

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.]

  • Joseph_B's avatar
    Joseph_B
    Forum Team (Retired)

    Hey Haldens,

    Welcome back to the Community Forums and thanks for the post.

    Sorry to hear that you are experiencing this, it's certainly not what we want to happen, I can look into this for you now in a quick private message, if you have not used this feature before you can access it via the envelope at the top of your screen.

    Speak to you soon. Joe

    • Pd111's avatar
      Pd111
      Joining in

      It seems I’ve had a very similar experience and being charged INCORRECTLY even though I’ve not received services and been cut off! Impossible to speak to anyone other than collections department and nobody resolving the issue! I have been a loyal customer for over 4 years! Can someone get in contact with me from VM a senior manager please 

      • Beth_G's avatar
        Beth_G
        Forum Team

        Hi Pd111

        Thank you for your post. I'm sorry to hear that you have been charged incorrectly for your services. 

        Can you please tell us a little more about the issues you're facing so we can do our best to help? 

        Have you been charged more for your services than what was agreed or are there additional charges on your bills that you don't recognise?

  • It seems I’ve had a very similar experience and being charged INCORRECTLY even though I’ve not received services and been cut off! Impossible to speak to anyone other than collections department and nobody resolving the issue! I have been a loyal customer for over 4 years! Can someone get in contact with me from VM a senior manager please 

  • I am sick to death of VM getting it wrong. There is a pod showing on my bill which I have never received. I dont need the pod anyway. I have spent hours and hours on the phone, have been assured about 5 times that it will be removed and it is still there!!! I am not being charged for it at the moment but will be eventually. Also how can I find out the number that has been called on my landline. It is just showing the area on my bill not the number. We dont use our landline any more and am going to remove it when my contract has finished. I have also tried using the online complaint form which isnt working. Please can someone help??

    • Tom_W1's avatar
      Tom_W1
      Forum Team

      Hi noddykins42 thanks for posting although we're sorry to hear of your concerns raised regarding the Pod showing on your bill.

      Let me look into this for you so please expect the PM to arrive shortly and respond directly when you can!
      Many thanks