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Has anyone else experience this level of incompetence and indifference

Capercaly
Joining in

feel like such a fool for believing Virgin yet again to resolve my issue

Since 30th Jan, there is in excess of 400 text exchanges I have initiated to ask for the services that should be included in my new contract.

On 6th Feb I contacted the care team about not having my bundle included Netflix. It took until the 7th (2 days of trying to check WhatsApp throughout the day) and many repeated questions and reopening of the chat to be able to get what I thought was a regulation. A ticket was raised no. P011759547 with a 48 Hr resolution promised.

The promise was not kept, it was not fixed and no one got back in Touch to check or to follow up.

I reached out a week later on 13 Feb and 14 Feb, many more repeated questions and re opening of texts later I was promised for the 2nd time it would be fixed within 48hrs , complaint was lodged no. C 298446852

The promise was not kept, it was not fixed and no one got in touch

I reached out again for a 3rd time on 19 Feb the person said they would personally ensure it was fixed, quote it will 100% be fixed and they would personally follow it up.

It was not fixed or followed up

I reached out again or a 4th time on the 28th asking for a complaint to be lodged. A ticket was raised no. p011804060 and a complaint no. C0103231018. I followed this up on the 1st and was assured to complaint was already lodged, given the first complaint went no where I wanted to check. Another ticket was raised to speed up the resolution they said, ticket number P011806225. I was asked to give them time to fix and assured me it would be resolved

The promise was not kept and again not follow up.

on 9th Feb I reached out again. I asked to cancel as clearly the issue was not going to be replaced and I was still not receiving the services from my new contract since the end of January. I have spent countless hours trying to get this resolved you and been failed everytime. Promises to fix the issue and as soon as I close the WhatsApp chat nothing happens. 

On the 9th Feb it was convinced again to allow time to resolve it and yet again failed to do so. To note when I called in January I had wanted to cancel but was convinced me to stay, clearly that was a bad decision as Virgin has failed time and time again to proved my full services or resolve my complaint or even follow its own complaint procedure for the first 2 complaints I submitted. I fully believe the care team lied to close the case and meet targets

You was sent a satisfaction survey asking me to rate the resolution but it’s not fixed. I. My dashboard the complaint has been closed saying it is resolved but it is not.  I’ve received an email with a summary of the resolution which does not summarise anything in relation to the problem and is not resolved.

I would be shocked and surprised senior management aware of this level of incompetence/indifference to customers and I am at a loss how to get any action to address my issue.  

Alll trust us been lost 

2 REPLIES 2

Capercaly
Joining in

feel like such a fool for believing Virgin yet again to resolve my issue

Since 30th Jan, there is in excess of 400 text exchanges I have initiated to ask for the services that should be included in my new contract.

On 6th Feb I contacted the care team about not having my bundle included Netflix. It took until the 7th (2 days of trying to check WhatsApp throughout the day) and many repeated questions and reopening of the chat to be able to get what I thought was a regulation. A ticket was raised no. P011759547 with a 48 Hr resolution promised.

The promise was not kept, it was not fixed and no one got back in Touch to check or to follow up.

I reached out a week later on 13 Feb and 14 Feb, many more repeated questions and re opening of texts later I was promised for the 2nd time it would be fixed within 48hrs , complaint was lodged no. C 298446852

The promise was not kept, it was not fixed and no one got in touch

I reached out again for a 3rd time on 19 Feb the person said they would personally ensure it was fixed, quote it will 100% be fixed and they would personally follow it up.

It was not fixed or followed up

I reached out again or a 4th time on the 28th asking for a complaint to be lodged. A ticket was raised no. p011804060 and a complaint no. C0103231018. I followed this up on the 1st and was assured to complaint was already lodged, given the first complaint went no where I wanted to check. Another ticket was raised to speed up the resolution they said, ticket number P011806225. I was asked to give them time to fix and assured me it would be resolved

The promise was not kept and again not follow up.

on 9th Feb I reached out again. I asked to cancel as clearly the issue was not going to be replaced and I was still not receiving the services from my new contract since the end of January. I have spent countless hours trying to get this resolved you and been failed everytime. Promises to fix the issue and as soon as I close the WhatsApp chat nothing happens. 

On the 9th Feb it was convinced again to allow time to resolve it and yet again failed to do so. To note when I called in January I had wanted to cancel but was convinced me to stay, clearly that was a bad decision as Virgin has failed time and time again to proved my full services or resolve my complaint or even follow its own complaint procedure for the first 2 complaints I submitted. I fully believe the care team lied to close the case and meet targets

You was sent a satisfaction survey asking me to rate the resolution but it’s not fixed. I. My dashboard the complaint has been closed saying it is resolved but it is not.  I’ve received an email with a summary of the resolution which does not summarise anything in relation to the problem and is not resolved.

I would be shocked and surprised senior management aware of this level of incompetence/indifference to customers and I am at a loss how to get any action to address my issue.  

Alll trust us been lost 

RW45
Joining in

12 months later and you will not be surprised to learn they are still at it.  I'm having a similar problem.  I'm saving all correspondence and when I move to a new provider (searching now) I will print EVERYTHING and send it to the Chairman with a copy to the ombudsman. I have never come across such gross incompetence.