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Seagull79
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Complaint about the complaints team

How do I escalate a complaint against the complaints team or do I go to OFCOM?

After multiple emails, the issue is still not resolved.  They are not reading my complain properly and failed to address one of the main points of my complaint.  The latest resolution is to ring customer services which is where this started in the first place - if Customer Services could resolve the issue I wouldn't raise a complaint in the first place.

All emails start "We tried to ring you about the result of your recent complaint but we couldn’t get through."  Strangely there are no missed calls on any of my phone lines - it's as if the complaints team are trying to avoid actually speaking to me.

Having been a customer of VM and its predecessors for 18 years, you would think my custom is valued but obviously not.

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japitts
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Message 2 of 18
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Re: Complaint about the complaints team

I don't know what the background to your complaint is, so I'm sticking to general advice here... and at least one other VIP I'm sure will have their own take on this, but....

As per https://www.virginmedia.com/help/virgin-media-complaint if you've raised a complaint and it's not resolved to your satisfaction after 8 weeks, you can escalate to CISAS independent arbitration. Ofcom don't deal with individual customer complaints, they will refer you back to VM's arbitration scheme.

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用心棒
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Message 3 of 18
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Re: Complaint about the complaints team

Make Ofcom aware of the issue by filling in their monitoring form here: Monitoring form | Ofcom

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David_Bn
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Message 4 of 18
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Re: Complaint about the complaints team

Good Afternoon Seagull79,

 

If we've not been able to find a resolution for you that is satisfactory then we can issue you with a deadlock letter that can be taken to CISAS

 

If you're complaint is over 8 weeks old, you will then be able to take this to CISAS without a deadlock letter from our team

 

Without exposing any sensitive details, can you please advise us of the nature of the complaint and what resolution has been offered?

 

Kindest regards,

 

David_Bn

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Tuvs
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Message 5 of 18
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Re: Complaint about the complaints team

I had a letter telling me that I hadn’t responded to to the response to my complaint so they would close the issue. I never received the response so couldn’t reply. Customer services and complaints team seem as inept as their billing dept. 

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Sasha_W
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Message 6 of 18
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Re: Complaint about the complaints team

Thanks very much for this and I can appreciate this is not ideal. 

 

Would you mind giving a brief description of what the complaint was regarding as we will do our best to help you on here. 

 

But also as stated above, you can also go into deadlock with CISAS if you are unhappy with your complaint resolution. 

 

Please do let us know. 

 

Thanks 

Sasha - Forum Team


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Tuvs
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Message 7 of 18
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Re: Complaint about the complaints team

My complaint related to the obvious inability to bill me for the correct amount. I have had to speak to Virgin every month since system was installed in December. Payment has been made to fully cover services but account shows my latest payment as “part payment”. 

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Sasha_W
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Message 8 of 18
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Re: Complaint about the complaints team

Oh no that's not good and we are very sorry this has happened to you. 

 

I am more than happy to take a look into your account for you and see what we can do, but will pop you over a PM so we can confirm some details if that's okay.

 

Please look out for the purple envelope at the top right hand corner of your screen as this will take you to PM's. 

 

Thanks 

Sasha - Forum Team


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Tuvs
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Message 9 of 18
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Re: Complaint about the complaints team

Thanks. It would be nice to have it sorted.

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Sasha_W
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Message 10 of 18
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Re: Complaint about the complaints team

You're welcome, I have popped you over a PM, if you could just take a look at it, we can have a look at your account for you 🙂 
 

Thanks 

Sasha - Forum Team


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