Incorrect Auto-Compensation - re-open complaint
Hello,
My complaint has been closed without my acceptance of a resolution, and I can't find any way to request this is re-opened. The complaint ref is C-2703241511. I received a phone call from Virgin the day after my broadband finally went live, they said it was a courtesy call to check everything was working as it should, which it was. They also advised the amount of compensation that I was receiving, which I questioned as I thought it would be more, but they insisted it was correct. I was at work so wasn't really in a position to stop and calculate. I then received an email after the call saying I had agreed the complaint was resolved, which I had not. At no point had the person on the phone suggested they were even aware of my open complaint. The email says:
And here’s what we agreed:
Customer Experience -> Time to answer call or respond to enquiry - Internal feedback provided
No indication of a resolution at all. The figure they gave was around £180, which is below the amount required. Based on the Ofcom wording of: "Your provider promises to start a new service on a particular date, but fails to do so. £6.10 for each calendar day of delay, including the missed start date."
Original Go-Live Date: 31st March 2024
Actual Go-Live Date: 9th May 2024
Days delay (Not inc go-live date): 38
38 * £6.10 = 231.80
My current estimated bill shows as -£148.10, so based on a £33pm plan I expect this is a credit of £181.10. However this presents another issue - I was given a £50 welcome credit when I signed up, and it looks as if Virgin has included this amount in their auto-compensation credit?
As far as I can work out I should have a total amount of credit on my account of £281.80.
Please can this complaint be re-opened. I would like to take this to the Ombudsman when I reach eight weeks on the 23rd or if a deadlock letter is issued, unless the correct amount of credit is applied.
