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Jewellery's avatar
Jewellery
Tuning in
7 months ago

Rolling credit team - how long to respond?

Can anyone advise how long it takes for the "Rolling Credit" team to actually apply a rolling credit to a customer's account?

I was verbally advised by a person in the "Customer Relations" team that  offline (paper) form is sent to the tRolling Credit team to "review" and action. Any idea 1) how long it takes for the paper form to get to the Rolling Credit Team 2) how long it takes for them to apply the rolling credit? Will I have any issues with them only applying it for one month, as indicated in other posts to this forum? VM Customer Services is so disjointed it beggars belief! Also any one know the e-mail address for the Rolling Credit team?

Rolling credit

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  • Jewellery's avatar
    Jewellery
    Tuning in
    7 months ago

    Does anyone know how long it takes VM to pay a sum of money back to my account as compensation for the inconvenience and time spent raising a complaint against the company? I have received an e-mail saying that my complaint has been upheld and that a sum of money will be credited to my account. Any indication of when I will receive this credit?  Will my next monthly direct debit be adjusted to take account of this credit?

    Has anyone else been in this situation, and what was the outcome?

    • Ayisha_B's avatar
      Ayisha_B
      Icon for Forum Team rankForum Team
      7 months ago

      Hi Jewellery 👋

      A warm welcome back to our Community Forums and thanks for your post.

      I'd like to take a look into this so will pop you a PM 📩 and we can go from there.

      Speak soon!

  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    7 months ago

    Hi Jewellery 

    Welcome back to the community forums

    The rolling credit is applied to the account and would be an automatic credit added by the system for as long as it is arranged for, or until a new contract is agreed. This is usually a quick process and is applied by agents authorised to do so, once it is agreed. 

    If you like, we can take a look at this with you on our side to confirm what has been added to the account to give you peace of mind. Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and selecting 'Messages' from the drop-down. 

  • goslow's avatar
    goslow
    Alessandro Volta
    7 months ago

    Save yourself the stress of trying to communicate any further with any more imaginary teams at VM.

    Make a formal complaint to VM first of all (a required first step but only likely to result in a gobbledegook 'resolution' that resolves nothing)

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

    While waiting, collect your evidence of what you think was agreed via DSAR

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

    Escalate to arbitration following the process and timescales below

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

  • Jewellery's avatar
    Jewellery
    Tuning in
    7 months ago

    Can you please provide me with a link to the VM website where it states how to go about making a Freedom of Information Request?

    Or alternatively, the e-mail address of the "team" that deals with such requests.

    • Jewellery's avatar
      Jewellery
      Tuning in
      7 months ago

      Can you please provide me with a link to the VM website that provides details on how to submit a Subject Access Request?

      Or alternatively, an e-mail address to the "team" that deals with SARs.

      Please don't tell me to phone VM I'm hard of hearing and do not want to waste 3 hours of my life listening to On hold music. Also don't tell me to write a snail mail letter - I cannot afford the postage!