Forum Discussion

sampsam's avatar
sampsam
Joining in
27 days ago

How to make a complaint online?

I logged a complaint whilst on the call to customer services over 2 weeks ago and they said someone would call me within 48 hours. I've not received any call or acknowledgement. Person 1 was also unhelpful and gave me incorrect information. So I called back later that day with the same query and Person 2 seemed to resolve it and said a credit would appear within a few days to reimburse me for the incorrect final bill. Over 10 days later and that also HASN'T happened! Virgin should have a recording of both calls.

What do I do now?? I don't want to call Virgin again and waste my time only to get nowhere. Therefore I want to log a complaint via email but can't see how to do this. 

I have already given Virgin notice and will soon be leaving them as the new deal they offered was terrible. But before I leave, I just want to pay the correct final bill. How hard can it be???!

  • Paul_DN's avatar
    Paul_DN
    Forum Team
    26 days ago

    Hi sampsam,

    Thank you for reaching out to us in our community and welcome, sorry to hear you are leaving due to not getting a deal suited to you and that your complaint hasn't been picked up yet, this can take up to 28 days, when the disconnection is added billing will continue as normal, if the contract is ending the full price will show and once the services go off a final bill will be generated removing anything past the disconnection date, we wouldn't amend the bill until this is generated.

    In regards to available packages we can take a look for you if you would still like to stay if a package is agreed, so I can help I have sent you an invite into a private chat, please click on the white envelope to accept.

    Regards

    Paul.