Forum Discussion

brettbrtsk's avatar
brettbrtsk
On our wavelength
2 months ago

Yet again disgraceful service

Last year my mothers virgin media account kept getting services added without her knowledge, so I went through the process of getting them removed and changing the password so that she didn’t know what it was.

low and behold it happened again, yet more grief trying to get them removed and refund and the extra channels removed, I was then told that the ability to change anything on the channel would be removed so I was assured by the executive team of virgin that nothing would ever change. Well my mother who has dementia by the way has had lots of health problems and even went missing a few weeks back due to her dementia, things have been difficult and I took my eyes off the account but now I noticed that loads of services have been added and the bill is about £140 I just can’t believe it, after all the reassuring from the executive team of virgin has still managed to rip my mother off and reduced her to tears as she doesn’t understand these things and how they have happened.

I really have had enough, I’m under enough pressure looking after my mother with the condition she is in and shouldn’t have to keep chasing virgin for refunds and reassurance that it won’t happen again.

ive really had enough 

 

look forward to hearing from you and more false promises 

thanks

brett

  • Nathan_B's avatar
    Nathan_B
    Forum Team
    2 months ago

    Hi there brettbrtsk 👋 Welcome back to our forum and thanks for your post 😊

    I'm sorry to see that things have been added to your mums account again without any permission. This certainly isn't the level of service we'd expect.

    I'll pop you a PM to confirm your details so I can take a look at this.

    Regards

    Nathan

    • GuildfordUser's avatar
      GuildfordUser
      On our wavelength
      2 months ago

      When you say it’s not the level of service you’d expect... It’s standard. Google the public opinion of VM’s customer service, the results should embarrass you. I’ve been with VM for longer than I care to mention. In the last decade the service has gradually degraded. In the last few years it’s become intolerable, trying to speak to customer services to resolve issues is always a headache, always accompanied by lies and excuses, never with a satisfactory outcome. 

    • GuildfordUser's avatar
      GuildfordUser
      On our wavelength
      2 months ago

       Virgin Media named worst major broadband provider for customer service.

      source: Which

      VM should be ashamed

    • Steven_L's avatar
      Steven_L
      Forum Team
      2 months ago

      Thanks for coming back to us brettbrtsk. Are you still getting the same error message, when trying to send over a private message?

      Kind Regards,

      Steven_L

  • brettbrtsk's avatar
    brettbrtsk
    On our wavelength
    24 days ago

    As usual no help whatsoever, I’ve given enough information but as usual they don’t even try and rectify there mistakes, actually be nice to speak to someone that actually cares