I have had trouble with VM not cancelling my service with them. Each complaint I raise gets marked as resolved by them without any discussion with me. Plus I cannot see any information about the complaint.
Please help!
are you doing them online? is so they are usually here: https://www.virginmedia.com/myvmo2/complaints/track
Hi Martyn,
Thanks for your link but that only shows the complaint number no detail of what the complaint is (see attached).
The complaint below is one Conor from the "Retentions Tier 2" raised and resolved (with my consent) to document his action today which hopefully will resolve my issue.
He suggested it as a way to confirm to me what action he has agreed so he fully expected me to be able to see it.
I have had 3 complaints (C-0306251469, C-0406254741, C-020625734) raised but all have been resolved without any agreement from me. I have never been able to see the content.
My complaint is that Virgin Media did not correctly process the One Touch Switch (OTS) order requested 21st March, actioned 16th May and have billed me and taken payment for all of May, all of June and I have just received a bill for all of July (at a higher rate). Even though they confirmed my return of the modem on 22nd May so clearlyknew they were not providingany service. I have been in contact since 30th May hence the complaints but am getting nowhere. Unless Connor has indeed successfully finally cancelled my contract. 🤞 I have been told this due to happen tomorrow at least 3 times.
[MOD EDIT: Image removed]
Forum TeamHi VMus3r, thank you for your posts.
We're sorry to hear about the poor experience you've had when trying to cancel your services with ourselves 😔
In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.
Regards,
Daniel
[MOD EDIT: Image removed]
Thank you. That link just shows the complaint number but no detail. See attached. This latest one was raised (and immediately resolved with my agreement) by someone in Retentions tier 2 team to document that he would cancel my account and backdate it to the one touch switch (OTS) date (16th May) when I switched. So he was obviously expecting me to be able to see the content. I asked for some way of confirmation - I have been having webchats/phone calls/ emails since 30th May trying to sort this out. The 3 complaints raised (C-0306251469, C-0406254741, C-020625734) got marked as resolved without anyone agreement from me. I could never see the detail of the complaint. He said I should get an automatic final bill shown by Mon at the latest.
My complaint is that I have been billed as if the OTS didn't take place on 16th May, even though my new provider Vodafone say they can see Virgin's confirmation of actioning the request. Plus VM confirmed on 22nd May that I'd sent back the router. So instead of a final bill for May, I have been charged for all of May, all of June and just received a bill (due on 21st July) for all of July at the huge new contract rate.
VM closing complaints without the customer knowing about it is routine
If VM fails to resolve your issue, escalate to the ombudsman via the process and timescale below
https://www.commsombudsman.org/our-process
