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Being ignored and cut off when speaking to customer services

back in july my son had to leave an abusive relastionship, since then he has made numerous calls to virgin, only to be told he had gone through to wrong dept and they would transfer call, then the line goes dead!!! we have tried emailing, texting which we have proof of, only for the complaint NEVER to be dealt with.

Your customer services team are very frustrating

He is now being charged for a service he asked to be disconnected from since july, absolutly outrages

 

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Re: Being ignored and cut off when speaking to customer services

I'm sorry about the experience of your son. The Forum can't deal with account issues so the VM staff here can't help. He will have to keep trying. While the VM call centres are getting back to normal there are still issues. July was a particularly hard month for all businesses with phone as their main contact method.

There is no e-mail address for VM so its not surprising he got no reply.


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Re: Being ignored and cut off when speaking to customer services

The contact has been by phone calls not email
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Re: Being ignored and cut off when speaking to customer services

I don't want to be argumentative. Read what you wrote "we have tried emailing".


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Re: Being ignored and cut off when speaking to customer services

Hi Julie25,

 

I'm sorry to hear about the situation with your son, can I ask what change exactly did you or your son want to make? If it's to disconnect the account, we're unable to do so here however please ask the account holder to call us on 0345 454 1111 so we can do this. The only Team who can cancel accounts are our Retentions Team which can be contacted via that number.

 

Thanks,

 

Lisa

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