Has anyone else been mis-sold their Virgin contract? We were cold called by a rep called Andrew who said that Virgin would buy out the remainder of our Sky contract if we took out the top package. When wr have tried to get reimbursed for the Sky payments we are now being told that we were misinformed by the rep!
It was the landline that he rang on so I can't get the exact details. I do have his mobile phone number so hopefully the complaints department can access his records. Waiting for a phone call from them.
He wouldn't be ringing from a landline & most likely he was either in the Office or working at Home in which he will have a personal mobile supplied by Virgin and is still connected to a computer to allow call recording for quality etc.
Totally misunderstood the post, as a reminder, complaints can take up to 28 days to be answered so do be patient.
** I work for VirginMedia but all opinions posted here are my own.
I spoke to a representative yesterday after being on hold for 45 minutes who said that a manager would definitely ring me back yesterday. Still waiting. Customer service is pretty poor. I haven't been given the opportunity to lodge my formal complaint as no one is getting back to me. I've had to pull out an extra £130 this month due to the original reps lie. Lying seems to be the one consistent thing with this company.
Virgin is an absolute disgrace. Apparently phone calls from their selling reps mobiles are not recorded and trying to speak to someone with authority is impossible. They've suspended our service as I have refused to pay their bill until my complaint is acknowledged. The website states that they will acknowledge a complaint within 48 hours and deal with it within 28 days. Complaint lodged on 23/9/20 and still waiting for even just a generic email of acknowledgement.
you'll need to wait for the 28 days to expire, and if no resolution offered, request deadlock and take it to CISAS (assuming you logged the compaint via the correct methods as per the complaints procedure).
to be fair, not sure how they could possibly record calls made from a mobile, and unless the person gave the standard message making you aware calls may be recorded then the call could not have legally been recorded.
with regards to you refusing to pay, suspending the service doesn't automatically mean they aren't still charging you. so you'll need to watch you don't end up with a debt being chased.
I've finally got through to a manager who offered a £20 goodwill gesture and implied that I wasn't telling the truth. I refused the £20 and will be getting a deadlock letter which wll be going straight to CICAS. After the several conveniently unrecorded phone calls I recorded this call so if I don't receive the letter as promised I will have evidence of the lies that Virgin tells.
Very convenient that sales calls are not recorded and nothing is annotated on accounts about the promises that their cold-calling sales reps make.
Now that I have finally had acknowledgement of my complaint and have a recorded call of a deadlock letter I have made my payment and will take my case for reimbursement to CICAS.
sales calls would be recorded if they were made on a landline within the virgin CS environment. when taking it to CISAS you need to ensure you keep it strictly to the facts (with evidence to confirm), and leave out emotion and expectations.
fully document the chain of events, with dates/times etc and state what your expected outcome is (make it reasonable).
however i dubious about whether you will get the requried outcome when it comes to the sky reimbursement. i don't recall virgin ever offering to but out a contract. this might be a case of your word against theirs.