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brettbrtsk's avatar
brettbrtsk
On our wavelength
10 months ago
Solved

Virgin media keep upgrading my mother’s package?

My mother is just about to turn 90 this month, for some reason her package keeps getting upgraded to watch movies and Asian tv, both are not things she requires.

ive been back and forward with your staff and unfortunately it still keeps happening.

my mother has early stages of dementia and I’ve told virgin this but yet it still keeps happening.

im at the stage where I’ll just say sod it and go somewhere else and hopefully people will be more helpful and understanding of my mother’s condition.

i can’t believe that this keeps happening after my numerous phone calls to virgin.

please explain to me what measures you have in place to deal with these situations so that it doesn’t happen any more or are you just interested in ripping an 90 year old pensioner off?

 

I await your response with interest.

thanks

brett

  • This sounds disgraceful Brett but sadly unsurprising as far as Virgin Media’s offshore customer services are concerned. 

    I would put in a subject access request for all inbound and outbound contact with your mother going back as far as is available in the first instance to determine exactly what has happened here (but I think we can all hazard a guess).https://www.virginmedia.com/help/dsar-faq

    I would then follow the formal complaints procedure with a view to escalating to the Ombudsman https://www.virginmedia.com/help/complaints

    Do please update your thread with any developments.