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VM debt complaint makes the Daily Telegraph

Cardiffman282
Super solver

See https://www.telegraph.co.uk/money/consumer-affairs/debt-collectors-chasing-me-145-dont-owe/. (possible paywall) 

I'm not a Very Insightful Person (just a little bit, sometimes). I don't work for Virgin Media (but then nor do any of the offshore customer service agents).
7 REPLIES 7

Mum1212
On our wavelength

I read that Telegraph story - the account holder informed VM that she closed her account and the org kept on charging her. VM didn't respond to her emails and kept billing her after she left. The Telegraph lady got involved and resolved this quickly. And this is why we CAN NOT trust the VM accounts team to record anything we say fairly. You all need to record your own calls, post messages to their social media site - Twitter @virginmedia help , and send them a recorded delivery letter to say you are leaving . ZERO TRUST. Do not assume they will keep a record of your complaint. They deleted my complaints record entirely - with the pre-install team. Yet, I have my own records. The DSAR is evidence. The org is run by crooks. 

The frequency of regulatory monitoring of VM points to a corporate culture that has zero interest in, or concern for, anything that does not contribute to the bottom line - governance, compliance, ethics, complaints management, customer service. It will also be fully aware that enforcement of any of this is painfully slow and weak and that it really need only worry if it begins to affect revenues and profits. 

I'm not a Very Insightful Person (just a little bit, sometimes). I don't work for Virgin Media (but then nor do any of the offshore customer service agents).

I think there is a case of corruption. I just heard today that the open complaints with 'liberty global' have all been deleted - they don't exist. Yet I have my records, my acknowledged emails etc. This is a deliberate attempt to mess people about. I am waiting to see what my MP advises.

I contacted OFCOM today and they said that the ICO rules are that VM MUST KEEP SALES CALL records for 6 MONTHS - they are not allowed to delete them! VM have a statutory obligation to keep sales call records for 6 months. So I now have to write to the DPO@virginmedia.co.uk address and tell them what they should already know. And then ICO (they provided a ref but have a 8 week backlog) will, then get involved.

The entire process is a hideous waste of my life

Please let us know how you get on. 

I'm not a Very Insightful Person (just a little bit, sometimes). I don't work for Virgin Media (but then nor do any of the offshore customer service agents).

Buffer6
Legend

Based on the content of the current web page, here’s a summary of the key points:

  • Virgin Media Billing Issues: The account holder informed Virgin Media (VM) about closing their account, but VM continued to charge her and did not respond to emails.
  • Customer Complaints: The author emphasizes the importance of customers keeping their own records of communications with VM, as the company allegedly deleted their complaints record.
  • Corporate Culture: The frequency of regulatory monitoring suggests a corporate culture at VM that prioritizes the bottom line over governance, compliance, ethics, and customer service.
  • Self-Advocacy: The author advises customers to record calls, use social media, and send recorded delivery letters when dealing with VM to ensure their issues are documented.

Please note that this summary is based on the provided web page context and does not contain any personal opinions.

overlander15
Tuning in

I have just recently cancelled and honestly never experienced anything like the farce I had to endure with VM. Have been with them for 27 years and now counting the days to see the back of them. They cannot possibly stay in business much longer, they are under pressure from alternative providers and the roll out of 5G. Thats the route we took, 5G router smarty sim £16, trialed it out and was getting speeds of between 500 mb and 750 mb. 

I will not bore you with my saga as im sure you will all have heard it 100 times over. YOU MUST send in a recorded letter to them as until I done this they would say I was cancelled but in reality they had not. It was not until I sent the recorded letter I got a phone call from the retentions team. I ensured they got the letter EXACTLY 30 days before the contract runs out. About 12 days until I am rid of this bunch of cowboys. Maybe just getting older but cannot be bothered with the 18 month haggle its belongs in the stone-age.