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rf1653
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Abysmal & Non-Existent Customer Service

How difficult? (actually thats not the question I know how difficult it is) what do you have to do as a customer of Virgin Media to get there teams to communicate with you. Since mid December, after relentless emails, chats, phone calls, even the emails to the CEO, nothing no nearer to resolution, not even acknowledge that they are looking into my issue. 

Does anyone have any direct contacts at Virgin Media who can look into my concerns. I am fed up of being ignored by them and considering legal proceedings against them. Its a absolute shambles they way they treat there customers, I have never come across such a experience in my life. Its also as if we as customers are a hindrance. 

Any advice would be appreciated  

japitts
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Re: Abysmal & Non-Existent Customer Service

The stock answer would be to give you the link to the VM complaints process here which includes details of their arbitation scheme (CISAS) should you be unable to resolve your issues.

If you wanted to post some details (not specifics, obviously) of your issues, then perhaps one of the regulars on here might be able to lend some advice or assistance.

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rf1653
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Re: Abysmal & Non-Existent Customer Service

Must of hammered the complaints option and the executive team email address over and over again.. they just seem to have zero interest. 

My bills are due soon.. Will just refuse to pay until they enter into dialogue with me. I'm sure they will soon call me the moment the account is overdue. 

 

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japitts
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Re: Abysmal & Non-Existent Customer Service


@rf1653 wrote:

Must of hammered the complaints option and the executive team email address over and over again.. they just seem to have zero interest. 


Others on here are far more familiar the "ways and means" of following through on complaints, but if you have an acknowledged complaint that goes unresolved, then you can use the independent arbitration scheme.


@rf1653 wrote:

My bills are due soon.. Will just refuse to pay until they enter into dialogue with me. I'm sure they will soon call me the moment the account is overdue. 


If you want to add missed payments, overdue charges, services being suspended and possible credit file implications to the issues you may already have, that's a good idea. If you'd rather avoid those complications, I don't recommend it.

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Re: Abysmal & Non-Existent Customer Service

They are in breach of contract though surely for failing to provide me with a boardband service I pay money for... why would I expect to money for a service I have received for over 3weeks? 

japitts
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Re: Abysmal & Non-Existent Customer Service

I'm not as familiar with the broadband side as the regulars in the broadband forum are, but if you wanted to post some details of your issue over there... perhaps someone may be able to help?

Making no promises, but you never know....

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Re: Abysmal & Non-Existent Customer Service


@rf1653 wrote:

They are in breach of contract though surely for failing to provide me with a boardband service I pay money for... why would I expect to money for a service I have received for over 3weeks? 


We can't say because you haven't shared the details in this thread.  But @japitts has given you excellent advice about the formal complaint and escalation routes, and solid guidance on not stopping payments.

But let me give you a flavour of what happens when a customer stops a direct debit for a service that has a credit element.  I'm basing this on experience at other large companies with similar scale customer service operations.  On the day following the expected payment that you've stopped, somebody in VM gets a file containing all failed DD payments from the previous day's payment run.  These are put into the "overdue" process.  You will get a call, email or letter asking you to contact VM and pay by card, and your credit history will be stained with an overdue marker.  If a month later you've not contacted them and paid then this becomes a separate "arrears" process.  In law overdue and arrears are the same thing, for companies they often denote consecutive parts of the overall debt management processes.  Note that phoning and complaining that you'll pay when they fix your service is totally irrelevant to the process.  With debt in arrears, then you may get two to four weeks grace, but at the end of that without payment or a repayment agreement being established, they'll cut off your services, and your credit record gets a "defaulted payment under credit agreement" marker.  But that's not the end of it.  The owed money, plus late payment charges becomes a potentially bad debt.  Companies don't like walking away from money they're owed.  So they'll start to issue threatening letters, inviting you to pay the (now larger) balance to avoid court proceedings or debt collection agencies (some combine this with the earlier demand for payment).  If you still don't pay, typically they won't bother with court (other companies sometimes will) but they'll pass it on to a contracted debt collection agency, who'll add their own charges to the amount owed.  They'll hunt you down like an over-enthusiastic PCSO pursuing a Covid-rules breaker, and hassle you by phone, letter and on the doorstep.  But these "first tier" DCAs are often a bit lazy as its relatively easy pickings, so you might manage to dodge them. VM (if they behave like other companies) will then factor the still unpaid debtors file to one, maybe two more debt collection agencies.  If you still evade those, then VM will parcel your debt up with all the other bad debtors into a package of owed money of several hundred thousand pounds, and sell it on to debt purchase company.  These are usually a different debt collection company who buy the legal rights to the debt for a fraction of its face value.  That company has the greatest motive to hound you to the ends of the known universe, because they'll have paid perhaps 1p for every pound you owe, and they get to keep everything the collect.  These companies can be resourceful and relentless, tracking you through social media, other credit history data, electoral roll data and a range of other methods.  Maybe you'll get away with it?  Imagine the dementors from Harry Potter - they're on your case and they want to drag you and your wallet to Azkerban.  Even so, you might be able to avoid paying, who knows, and this is probably six-eight months out from the date of the first stopped direct debit...but we're still not finished.  Your credit history will by now have more skidmarks than Brands Hatch, and will be visible to potential lenders (mortgages, loans, credit cards), as well as service providers (other ISPs, water, gas, leccy, mobile phones etc), plus large employers and prospective landlords for the next six years.  

Now, I'm not defending VM if they're providing a poor service, but F*S don't stop your direct debit, the only person who will lose is you.

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