Forum Discussion

takeover's avatar
takeover
Joining in
8 months ago

Erroneous take over & GDPR Breach

I have been a member of Virgin Business for around 8 months. I still have 15 months remaining on the contract. I have recently moved house, and I informed Virgin of this. I checked online if my new property could be serviced, and it turns out it couldn't be. Regardless, I called Virgin to let them know, and the agent on the phone told me my address could be serviced. He booked me in a slot ~ which was 3 days after this initial phone call ~ which already raised alarm bells - I've never gotten such a quick install. He then hung up the phone.

Couple of days later, I need to ring Virgin again, however I fail security due to the address change. To cut a long story short, the previous agent has falsified the address and put a random address in order to get the "sale" or "pad his stats" according to another agent I spoke to. It turns out the new address can not be serviced and the previous agent was not being truthful.

I raised a complaint with Virgin, and today I get an email to say termination charges will still apply regardless of the **bleep** up of the last agent falsifying the address. To make matters even more worse, I have now been emailed on my personal email rather than my account email. I should note I have never given this email to Virgin Business, so I am guessing there is some breach. Virgin Business should not have access to this email address.

So now, due to the Erroneous take over and potential GDPR breach, I am now having to report this to Ofcom and the Ombudsman. This could of simply been resolved by Virgin by simply closing down my account without asking for £800+ in fees.

8 Replies

  • Interesting story. I wonder if the "padding his stats" action by using a random address is a common thing and perhaps helps to explain some of the installations where the property owners know nothing about them beforehand... 

    • takeover's avatar
      takeover
      Joining in

      Probably... I know Ofcom have fined companies for this before. It's quite serious.

  • Hi takeover 

    Welcome to our community forums and thank you for your first post. Sorry to hear you have been having issues when trying to get our service at your new property. We want to assure you that this is not the level of service we look to provide and we want to do our best. Can you confirm if this is a VM business account you have with us as seen here? Even so, please get in contact with us when you can so we can do our best to help from here.

    Thanks,

  • nodrogd's avatar
    nodrogd
    Very Insightful Person

    The problem you have is that Virgin Business & Virgin Media Residential are two separate companies with separate databases. If you are moving a business account to a residential address, or changing from business to residential things get complicated.

    This is the residential services forum, so help here may be limited.

    • takeover's avatar
      takeover
      Joining in

      Yep, I understand they're different. However, whilst informing the agent of my new address, he has now created me a residential account with the fake address....

  • Hi takeover 

    We have sent you a private message to best look into this in spite of you having a business account on this one occasion. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.

    Thanks,

  • Client62's avatar
    Client62
    Alessandro Volta

    Cancel the payments for the new fraudulent Residential account.

    If that was not our building I'd would not care what happened to a spurious a/c created
    by VM offshore Sales Team trying to score their commission by fair or foul means.

    At some point this is going to result in the same massive fines for ISPs that were applied to
    the utility companies for putting through falsified changes to customers' energy supplies.