Awful customer service

[Kenny65]

I have tried to cancel my Dad’s account with Virgin Media and the customer service has been appalling. My Dad is 80 and recently bereaved and the bereavement means he has been evicted from his house. Virgin Media promised to send us a box to return kit but it was never delivered and since then my Dad has had to leave the property. The kit was left there because we thought that the landlord would return the kit when the box arrived. The landlord is refusing to do that so now, like many other people on this forum and elsewhere, Virgin Media are chasing my bereaved, elderly Dad for £155. We can’t speak to anyone about this. The complaints procedure doesn’t route to a web form and the whole thing is just too much for him. You should be ashamed of yourselves Virgin Media. 

[Zach_R]

Hi @Kenny65,

Thank you for your post and welcome to our community forums. We're here to help.

I'm so sorry to hear of your loss, my deepest condolences. We certainly don't want to make things any more stressful for you or your father during what's already an incredibly difficult time. I'm going to send you a private message in a few moments so we can take some details and assist further. Please respond to that when you can.

Thanks,
 

[Zach_R]

Hi @Kenny65,

Thank you for getting back to me via private message. I'm glad that we were able to address your concerns.

Please do let us know if there's anything more we can help with.

Thanks,
 

[Kenny65]

Thank you Zach, my dad is very relieved and grateful for your help.

Hayley

[unisoft]

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@Kenny65 wrote:

Thank you Zach, my dad is very relieved and grateful for your help.

Hayley

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On this simple, online form, please let the regulator OfCom know about your experience so other customers hopefully won't have to suffer in the future as your issue should have been dealt with by standard customer services without inconvenience of raising here. Ofcom have been investigating various complaints since 2023, but many customers have not reported because they did not know or thought it would take lots of time.

https://ofcomlive.my.salesforce-sites.com/formentry/SitesFormCCTMonitoring