Forum Discussion

Cookie90's avatar
Cookie90
Joining in
29 days ago

New contract setup issue

We were switching the account into my name and were told to do this, we needed a new contract. The man dealing with this then said he would call back with some offers. He didn't call back but I received an email from his manager stating there was a technical issue and the man would call back on the Monday after the weekend. I also gave my mobile number as asked as this had been lost due to the error. Nobody called on the Monday so I emailed the manger asking if they could give a date of when to expect the call back.

I then received 2 emails with 1 containing a contract attached. Just to add, I had had no conversation with anyone about contracts, the man had originally asked what day would be suitable to have the box delivered but we would discuss that further when he called back.

I didn't recieve a reply from any of the 2 emails sent.

Then yesterday my TV, broadband and landline were cut off. I then find an email from yodel, informing me that the box would be delivered that day....a box I hadn't agreed to!

I call virgin and have a problem passing the security checks as this hadn't been set up in the initial call. I explained the situation to the man, only to be told I had sent an email agreeing to the contract, which is not true. I explained the only emails I had sent were to the manager regarding the callback. 

I asked the man what was the complaints procedure as I think it cannot be legally correct what has happened, to which he replied that he was also the complaints department and what resolution did I expect by complaining! I said at least a suitable offer on a bundle to reflect what has happened. The best he could come up with was £5 off a month for 18 months for a bundle which cost approximately £79. I declined that bundle as I had repeated many times my limit would be between £50-£60. He then came back with a bundle for approximately £50 which I agreed to but the earliest this can be delivered is Tuesday 14th January,  meaning I have no TV, broadband or landline for 4 days!! I need my broadband for work.

This morning, out of curiosity I have checked the virgin website and my bundle which I was told was an offer for phoning, is exactly the same price! 

I am now also having to pay for extra mobile data due to Virgins incompetence and just to add, I have not received any discount which was talked about but to seriously think £5 a month for 18 months is sufficient, is laughable. 

Any help with this matter would be greatly appreciated as I'm not sure whether this is better suited for the ombudsman.

 
 
 
[MOD EDIT: Subject title changed for clarity]
  • Hi Cookie90 thanks for your post although we're sorry to hear of your concerns raised.

    Apologies for this - we have looked into this and we see that yesterday, it does seem this has been resolved for you and you were advised accordingly of what was sorted for you.

    Can you confirm if you still need assistance and what help you require if so?

    • unisoft's avatar
      unisoft
      Knows their stuff

      Wasn't he looking for help with raising an official complaint on how he was treated as the staff member clearly was not complaints as they claimed?

      • Cookie90's avatar
        Cookie90
        Joining in

        It is shocking that Virgin do not take this seriously!

    • Cookie90's avatar
      Cookie90
      Joining in

      Hi Tom,

      Yes the problem of having no service has been resolved in regards to having a new box sent on Tuesday but the issue of how this has all been dealt with is certainly not acceptable. 

      First of all having a contract set up in my name without authorisation, my services  being cut off, being told yesterday I received a good deal due to phoning and what has happened to then discover it is no cheaper than if I had set it up myself...personally I wouldn't call this resolved!

      Please could you explain how to make a formal complaint please, if the man who I spoke to yesterday has put on the system that this has been resolved, that is also another issue as I had asked for this to be made a formal complaint. The man told me he would let his manager know and I would receive a link to be able to track my complaint, as to which I haven't. 

      • Lee_R's avatar
        Lee_R
        Forum Team

        Thanks for getting back to us Cookie90 

        We can raise a complaint on your behalf, if needed. To enable us to do so, I'm going to send you a private message. Please keep an eye on you inbox in the top right of your screen.

        Regards

        Lee_R

    • Cookie90's avatar
      Cookie90
      Joining in

      Just to add, I will also have to pay £12 due to my added usage of my mobile data, due to Virgin Media's incompetency.