Forum Discussion

Jackmort's avatar
Jackmort
Joining in
7 months ago

Official complaint procedure - billing me for kit

How on earth do you officially complain to virgin and actually get a response? 

I've phoned - for 3 hours. 

I've written to them. 

I've asked to be emailed during calls 7 times. Yes 7. 

I've been promised my complaint is logged - asked for proof of this, was repeatedly told they offer no proof and no writing. 

It's now 3 weeks in, virgin are repeatedly trying to bill me for kit I don't own, never have, and I'm genuinely shocked a company as big as virgin cannot email their customer manually? 

 

Do I need a solicitor?

 

[MOD EDIT: Subject title changed for clarity]

 

complain
complaint
Help
  • goslow's avatar
    goslow
    Alessandro Volta
    7 months ago

    You are unlikely to get a VM reply here in 'Community Natter' a moderator or a VIP may move your topic to 'Account Management - Cable' to get a VM reply.

    Presumably you have left VM and VM is trying to charge you for some equipment.

    If/when your topic is moved you will hopefully get a reply from the VM forum team which should offer you some clarity.

    If not, your route is a formal complaint to VM first of all (if you write in by post and use a signed-for delivery service you will get a timed record from a third party of when your complaint started).

    https://www.virginmedia.com/help/complaints

    The VM complaint route is unlikely to result in a useful outcome but is a required first step before going to arbitration as per the process and timescales below

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

  • Daniel_Et's avatar
    Daniel_Et
    Forum Team
    7 months ago

    Hi Jackmort 👋 Thank you for your post and welcome to the Virgin Media Community 😀

    We're really sorry to hear about the poor experience you've had and that you feel this way 😔

    In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

    If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.


    Regards,
    Daniel