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BH1977's avatar
BH1977
Joining in
10 months ago

Ignored complaints

I have spoken with Virgin 5 times, had various chats, and sent 2 letters to Sunderland Head Office, all without resolution. Had a loss of service for 2 weeks, waited for compensation to be credited to my bill, never happened. Requested to cancel my services, which hasn't been actioned. Now my bill has doubled in amount each month which I can't afford. Virgin seem happy with getting their unhappy customers into debt. The worst customer service I've ever experienced, all due to a Virgin error. 

Very unhappy 

2 Replies

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  • goslow's avatar
    goslow
    Alessandro Volta
    10 months ago

    Escalate to the ombudsman as per processes and timescales here

    https://www.commsombudsman.org/our-process

    While waiting for a VM forum team reply ...

    You can share your unhappy cancellation experience with OFCOM.

    They launched an investigation into VM on 13 July 2023 specifically into VM's cancellation and complaints processes.

    https://www.ofcom.org.uk/about-ofcom/bulletins/enforcement-bulletin/open-cases/cw_01275

    Case ref. no. and an email at the bottom of the above page or submit with same info via the contact form

    https://ofcomforms.secure.force.com/formentry/SitesFormCCTMonitoring

    Submitting information won't help your individual complaint but it will contribute to the OFCOM investigation and it sounds like your experience is directly relevant to the terms of reference of the investigation.

  • Akua_A's avatar
    Akua_A
    Icon for Forum Team rankForum Team
    10 months ago

    Hi BH1977 

    Welcome to our community forums and thank you for your first post. Sorry to hear you have had this experience with our team regarding compensation and billing. To best look into this, we have sent you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.

    Thanks,