I have made a complaint and want it resolved. The service from virgin has been disgusting. The complaints process says I can track it in my cases however I have looked everywhere and can’t see that as an option. Please tell me how I access it.
Hi mcconpa,
Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐
We're sorry to hear you've had an issue which has resulted in you needing to make a complaint. If you've raised one via an official channel then this would be viewable within My VM here: https://virg.in/mycases.
If you've written in then it can take up to 28 days from the receipt of the letter for us to be able to record this on your account so this could be why you've not been able to locate it.
Once we have your answers we can then either advise where the best place to go for help or we can pick this up and take into a private conversation to help you further from here.
Many thanks,
Thank you Kath.
complaint was made on Saturday 17th Feb.
yes to complaint reference number.
The simple facts. I gave notice to leave but then agreed a deal at the last minute. I received a contract confirming the new deal. I also received another contract at a higher level but was told not to worry about that and all amounts would be adjusted. I received the new hub and returned the old one. All good. Then you took 4x my monthly amount via direct debit. I have gone on webchat and phoned you spending hours on it. People have told me they would get back to me - James is one name. Nobody has. I was told the refunds team have a service agreement of 10-14 days. I heard nothing. I cannot speak to them. On web chat I was then told I had not accepted the original deal. I was fuming.
How can you say I have not accepted it? You sent me the new hub. I would never have agreed the higher deal as I was leaving you any way based on an offer at a lower level.
As I heard nothing I cancelled the next payment due at the higher level 2x what we agreed. I then raised the complaint via the link on your website.
You have not honoured what was agreed. That is where we are but I am having to do all the chasing.
i am at at the stage now where we cancel the whole lot and I go elsewhere. The complaint is the last attempt for some one to listen and resolve.
thanks
paul
We understand your frustration Paul and the experience isn't the level of service we aim to provide. The first bill after a change of package is double as it covers two months due to paying in advance. Complaints can take up to 28 days to resolve, Kath asked how this was raised to help give an indication of timescales?
Which team did James work on? Did he give a timescale for wen they would contact you back?
Rob
They have done exactly the same thing to me, trying to charge me £249 per mth for a contract that was agreed as £66 per mth. refuse to correct their error. I think a class action lawsuit may be the way to go as their customer services are absolutely useless! PM me if U agree
I have just found this thread. Did this get resolved? I have been trying to get the same issue resolved for months.
Virgin media continue to tell me they cannot honour the contract which is illegal! They then continue to take more than double the contracted amount out of my account each month while I go around in circles trying to get this resolved.
It is disguising how VM get away with treating people!
Hi Zach
My contract was due to expire mid April. Like the other customer on here have described I went into my account early Jan (8 Jan) and a renewal offer was available to me. I clicked and accepted the offer, received order documents, all good.
As it got closer to my contract end date I got in touch with VM to check if everything was going to go through as the offer details were not visible in my online account.
After a discussion with customer service they said they would look at my account and it would take a week for things to be visible to me again.
When the data became visible to me again there was another renewal offer. This time at a higher price.
I called customer services and they told me they could not honour that original offer floated 8 Jan, which I have contract documents for, as it was for new customers only. I wouldn’t accept that explanation and I was told to use the web chat and provide them with copies of the contract.
I then had a very lengthy conversation on WhatsApp with an agent who told me they will not honour this offer as I did not fully accept the offer. According to the agent I had to click a link in the email to accept it, there was no link and when I asked them to please tell me where the link is they diverted the conversation offering me a renewal that was quite frankly extortionate.
At this point I was so frustrated that I went back into my account and accepted the renewal offer even though it was at a higher rate then originally accepted.
that was on the 2 April and my contract was due to expire on the 16 April.
my new bill was received on the 5 April at the out of contract rate.
I called customer services on 10 April to get this corrected. After multiple conversations with different agents I eventually had an agent agree to honor the contract and amend my account.
I paid the bill despite it being higher than it should be thinking my next bill will be in credit. My May bill was then received and again it was at the out of contract rate.
I raised a dispute on the 10 May.
on the 17th May I got in contact with customer services again and I was again told that the renewal cannot be applied to my account as I am not eligible for discounts. The agent insisted that nothing can be done and the renewal cannot be honored by Virgin. I am not being given the opportunity to escalate this or to cancel my contract with no penalties. After pushing for the agent to put me through to someone who can actually help me move this forward I was transferred to a different agent.
this agent said she can see on my account that previously an agent has agreed to honour the renewal rate and told me the agent who agreed to this will contact me the next day by midday.
As I expected I was not contacted
Apologies for the length of this post but this has been going on since March, where I am trying to contact VM and I keep being told nobody can help me any further. All while I am paying more than double what I should be every month.
I am at my absolute limit with this situation and quite honestly I just want my renewal offer honoured!
