on 25-05-2021 12:04
NOW MORE THAN 24 HOURS SINCE I STARTED A PM CONVERSATION ON MY BILLING ISSUES AND NO FURTHER FORWARD.
WHO DO I NEED TO CONTACT TO GET THIS RESOLVED?
on 25-05-2021 13:27
The best and quickest way to sort out billing issues is to call billing.
You should call 150 from a Virgin landline or mobile, or 0345 454 1111, option 1 Billing
The best time to call is between 8am and 10am to avoid call queues, or late afternoon around tea time
on 25-05-2021 14:09
Hi Dave,
Tried that route repeatedly. They say they will sort it and then fail to do so and back round the loop we go.
I was told they were not going to debit me this month but lo and behold they did. I manage a customer service team for my company and we would go under if we provided the level of service I have experienced since February not to mention staff being subject to disciplinary measures 😞
Do you know of a number to escalate to?
on 25-05-2021 16:07
Hi @cjhb,
Sorry for the delayed reply, but for future reasons, would you mind not posting again regarding the same issue. If we are in a PM with you we will reply to you, but we may just be away.
But to stop any confusion, we do ask to only post one at a time.
Thanks
Sasha - Forum Team
New around here? To find out more about the Community check out our Getting Started guide
on 25-05-2021 16:10
No its not ok - you don't disappear without telling a customer what is going on - exceptionally rude and unprofessional.
When can I expect a resolution.
on 25-05-2021 17:00
We are sorry about this, on the forums, we don't always reply instantly, but I have now sent you a PM on your other thread.
Please do refer to there.
Thanks
Sasha - Forum Team
New around here? To find out more about the Community check out our Getting Started guide
on 16-09-2021 16:58
Have had issues with incorrect billing for months.
Have been messaging Laurie_C and was promised a call from a manager within 24 hours on Thurs 9th Sept.
Having heard nothing I have tried to follow up the DM today but can't send anything as it says not accepting messages.
Does anyone have a contact to get this resolved, I have an unresolved complaint ref C-140721954 and I am close to passing this to the regulator.
Thanks
on 16-09-2021 19:26
Hi there @cjhb
Thank you so much for your post and I am so sorry that you have not received your call back!
I have emailed the manager and requested that they give you a call back when they are in office tomorrow.
Please let me know how things are after the call has taken place!
Thank you again.
on 18-09-2021 10:33
Sadly, as expected, absolutely nothing. I actually wanted an email response so it doesn't even matter what time this person was working.
Frankly this is a disgrace.
on 18-09-2021 12:53
Hi CjHb,
I am so sorry to hear you have not had any contact, I will pop you over a PM asking for the best contact number and a few other details and my manager will be in touch today
Zoie