ADR- Alternative Dispute Resolution

[Samkhan27]

I am struggling to get resolution from Virgin team on incorrect billing for last 2 months.. I am been charged £41 higher than contract value each month. I have made multiple attempts to get this resolved with customer care and resolution team. 

I need to file a complaint for unethical billing practice. Do I need a deadlock letter from Virgin before initiating ADR with CISAS?

[goslow · Accepted solution]

VM now uses Ombudsman Services for ADR

Process is explained here

https://www.commsombudsman.org/our-process

You can share your unhappy complaints experience with OFCOM.

They launched an investigation into VM on 13 July 2023 specifically into VM's cancellation and complaints processes and facilitating appropriate access to ADR.

https://www.ofcom.org.uk/about-ofcom/bulletins/enforcement-bulletin/open-cases/cw_01275

Case ref. no. and an email at the bottom of the above page or submit with same info via the contact form

https://ofcomforms.secure.force.com/formentry/SitesFormCCTMonitoring

Submitting information won't help your individual complaint but it will contribute to the OFCOM investigation and it sounds like your experience is directly relevant to the terms of reference of the investigation.

[Ashleigh_C]

Hi there @Samkhan27 

Thank you so much for your post and welcome to the community forums, its great to have you here.

I am so sorry that you have faced this issue with your deal and thank you to goslow for their advice so far. 

I would like to look into this further with you via a private message, I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
 

[Samkhan27]

Thank you goslow. This is very helpful.

[Ashleigh_C]

Thank you so much for sending this over and I can see the agreed deal now. 

I'd be more than happy to get the correct deal added on for you, this may require me to add a recurring credit so the contract would show a higher price but we would then add a recurring credit that would appear on every monthly bill and ensure the deal is the correct price of £62.

If that's OK for you I will take a look and get that added on for you, after which I will confirm the recurring credit amount. 

Ash