Renewal package not added to account, resolved then removed, VM unable to fix, leading to reduced service
On the 17th December, I accepted a renewal offer for my virgin media package. Received the contract and documents via email. Renewal cost was £79.97
Payment taken in January was for £105.
after spending nearly an hour on the phone yesterday, transferred to different departments, I was advised that it was the online teams responsibility and to contact them via online chat to resolve ( as the online teams offer was not on my account)
After locating the chat facility ( which took some time to do as it's not obvious or intuitive), waited for an hour with no one responding.
Today I contacted the complaints team via online chat -this took 2 hours in total- they advised there had been an error and offered me the same package for £70. I accepted, and received another contract confirming this. Was advised it would take 24 hours to be reflected on my online account.
An hour later, I received another email contract confirming the removal of all of my services and stating that the cost was now £143 per month. I have also lost access to all of the sports and cinema channels.netflux has also been affected by them removing my payment details.
Contacted the complaints team again, relayed the information again, was told that it was very complex and it would actually be 48 hours to resolve, until then, my channels are still lost. I requested an escalation in my complaint to be told "don't worry I'm from the higher complaint team". I didn't accept this as nothing resolved. This has taken me a further 1.5 hours.
Im posting this with the request that someone from virgin media resonds and is able to help get this resolved.
I have downloaded all of the chat history if required and have all of the documents that I can provide if needed.
I'd like to escalate this complaint as well please, as in addition to all of this, the complaints team kept referring to me by my deceased husbands name throughout the conversation. Even after I explained that he had died and I was the account holder, and female, they kept using his name as if they were talking to him. It's been a horrid upsetting experience. I'm beyond upset and unhappy with the disgraceful experience.
