Unhappy with complaint response - how to reply without Whatsapp?
I'm a new customer to VM and whilst things are fine now, I was without internet for several days during switchover from my old provider due to a fault within VM's street equipment. I submitted a complaint to VM request the compensation I am due for this break/delay in service, but the reply I have received is a bit garbled, doesn't really make sense, and absolutely does not resolve the issue.
The response comes with a QR code if I have any further queries which redirects to WhatsApp, however I am not happy to be forced to switch over to WhatsApp (I was asked how I wished to communicate re the complaint when submitting it, and I selected email). I would rather avoid having to raise "complaints about complaints" etc, as that's a bit of a waste of everybody's time.
Can I contact someone via email / DM to progress this instead?
Hey eagle10 Thanks for reaching out to us and a warm welcome to the Virgin Media Community forums. 👋🏽
I'm so sorry to hear about the poor experience you have had recently with the downtime and the experience with our support team.
I will assist you on this and provide you with the assistance needed to get this resolved.
I will send a private message.
Kind regards,
Ilyas.
