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jrwilson21's avatar
jrwilson21
Just joined
30 days ago

Poor Complaints Procedure

<p>Virgin Media do not provide any reasonable way to contact a human being to take responsibility for a complaint. The communication is via post to a faceless/nameless entity.</p>
<p>When my contract ended, Virgin acknowledged that I was moving to a different broadband supplier and&nbsp; emailed me saying I did not need to return the equipment and could take it to a recycling center - which I did.</p>
<p>They then continued to charge me for a new contract that I had not entered into (is this legal?) and added the cost of not returning the equipment.</p>
<p>No email address or phone number was available to speak to someone regarding the matter.</p>
<p>I managed to find an address for complaints and assumed the matter would be resolved quickly.</p>
<p>Unfortunately the turnaround of letters is about every 28 days and any excuse is used to delay resolving the matter.</p>
<p>I am now having to consider going to small claims court. I should be able to claim interest on money owing to me, loss of earnings to deal with the claim, and additional stress on top of my cancer treatment.</p>
<p>Shame on Virgin Media&nbsp;</p>

2 Replies

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  • goslow's avatar
    goslow
    Alessandro Volta
    30 days ago

    VM's complaints processes are sufficiently bad that they are subject to an OFCOM investigation at present.

    Once you have made your VM complaint, it is very likely to be closed down quickly with no reference at all to you. Alternatively, you may receive a 'resolution' written in incomprehensible English. These are common outcomes in topics on here.

    If VM fails to resolve, you can escalate to the ombudsman as described below

    Communications Ombudsman | Our process

    Feedback on here, from people who have used the ombudsman, has been that it is a fair and accessible process and outcomes seem to heavily favour the customer.

    A VM person will probably reply here within a few days and may possibly be able to help avoid all of the above.

  • Steven_L's avatar
    Steven_L
    Icon for Forum Team rankForum Team
    29 days ago

    Hello jrwilson21,

    Welcome to the Community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your former account with us and this is far from the service that any of our customers should be experiencing. I'd be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
    Kind Regards,
    Steven_L