Forum Discussion

MrAnt's avatar
MrAnt
Tuning in
2 months ago

Non Customer complaint Nov 2024

this is for a virgin representitive.


I have been advised by your “customer care team” to post on here to get the issue resolved.

i have logged a complaint in November 2024 as an engineer entered my property unlawfully and caused damage.

this was raised 27/11/24 and the first email confirmed the damage would be repaired and that I should “rest assured” it would be dealt with quickly.

i have then been met with failed promises to call “48 hours” “we have your telephone number” “we havent got your number so couldnt call” from my records there are 28 emails all contracting the other.

i called last week and the advisor filled in a form and assured me someone would call in 48 hours. I then receive an email saying we have no contact details for you.

 

another 40 minutes ringing in today and Im advised that this open forum is the place to get a resolution as someone will pick this up and deal with it.

 

i have advised what is needed to repair the damage. Your social media team have stopped acknowleding and they along with the complaint team have been advised that if this isnt resolved by the end of march  I will issue small claims proceedings.

 

over to you for someone from virgin to contact me.

 

i have the complaint reference available for you to see all my communications.

 

 

complaints form
complaints ignored

14 Replies

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  • -tony-'s avatar
    -tony-
    Alessandro Volta
    2 months ago

    I have been advised by your “customer care team” to post on here to get the issue resolved.

    well that nicely got rid of you and your problem as far as they are concerned - job done

    posting on here will likely get the same result - apologies - contact by PM and silence

    it is the way of VM - they run you round in circles doing absolutely nothing in the hope you will get fed up and go away

    best advice is if you are prepared to go to the small claims court do it and save yourself a lot of time and effort - life's too short to waste on VM and the NON customer service

  • MrAnt's avatar
    MrAnt
    Tuning in
    2 months ago

    Hi Tony,

     

    i agree wholeheartedly - job done, be it dealing with their social media team, customer care or complaints.

     

    the amount of times ive heard “that department will contact you in the next 48 hours”

    I will be doing it myself, ive done it before with a company that in actual fact were 100% far better at trying to resolve the issue.

    ive read several posts about property damage and ultimately this business needs to accept responsibility for the way in which they treat people. 

    if they had dealt with the issue in the “prompt” manner they promised, things would be different.

     

    I couldnt believe their advise was to post on here as the complaints department arent reply!! He advised people will see this and someone will take action….

     

    not holding my breath but just providing an audit trail to show the hearing that ive been reasonable and given them ample opportunity to repair the damage.

     

     

    • MrAnt's avatar
      MrAnt
      Tuning in
      2 months ago

      I have several.

       

      still no contact from anyone from Virgin?

      • Adduxi's avatar
        Adduxi
        Very Insightful Person
        2 months ago

        As this is a Community Forum, and not a direct line to VM as such, it will take a day or two for a VM Mod to pick this up.  

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 months ago

    We will all be waiting here with bated breath to hear the result. 

  • -tony-'s avatar
    -tony-
    Alessandro Volta
    2 months ago

    our engineers are trained to very high standards so it's also disappointing to hear damage has been caused during visit.

    a couple things there - it was not a visit it was trespass so what are they trained to that high standard in - trespass and doing damage 

    love it - just wiping the coffee off the screen 

      • Matthew_ML's avatar
        Matthew_ML
        Icon for Forum Team rankForum Team
        28 days ago

        Hey MrAnt, thank you for reaching out and we are sorry to hear about this. We can see you are currently in DM with my colleague please do go back if you need any further support. 

  • MrAnt's avatar
    MrAnt
    Tuning in
    30 days ago

    Hi everyone, FINALLY got a response from their insurance department……

    without disclosing details, im happy to say its resolved….. anyone need the email address of who to contact message me.