Private messaging

[mervynburrows]

Why is it that virgin always transfers their responses to customers questions over to private messages. I understand that personal information needs to be kept secure but this means that we never see how a problem is resolved and how virgin handles a complaint. This needs to be more open as many of us have similar issues. 

[David_Bn]

Thanks for your post on our Community Forums @mervynburrows.

We take your feedback on board, but we would have to advise that, as you have said yourself, that some information may need to stay private due to security issues.

With all of our members though, we do encourage that the original poster drops an update in the public thread to keep other customers informed on the outcome, if they wish to do so.

Kindest regards,

David_Bn

[mervynburrows]

Surely it would be in virgins interests to post solutions so that customers can see that problems are officially resolved.

[David_Bn]

Thanks for coming back to me @mervynburrows, it may depend on the circumstances.

In some cases posters may not want to reveal the reasons for issues experienced, and it may also be more suitable for our team not to reveal these within a public domain.

Thanks,

David_Bn