Complaint ignored and closed with factually incorrect statements

[cylinder]

I sent a three page letter of complaint to Virgin Media via recorded delivery regarding being overbilled vs a renegotiated contract, which they received on 1 June 2023. They sent me an undated letter acknowledging the complaint and assigning it a reference number, though it never appeared in “My Cases” in my online account. They sent me a further undated letter several days later stating:

“Thanks so much for the chat on 07/06/2023. We’re very happy to be able to resolve things for you”; and

“Your complaint was:
Cable -> Customer Experience -> Other
And here’s what we agreed:
Customer Experience -> Agent or Technician Professionalism – Internal feedback provided”

My comments in response to this letter are:

1. They did not “chat” to me on 07/06/2023 at all. They have in fact never once spoken to me regarding this complaint. They made several attempts to call my mobile phone whilst I was at work, none of which I answered and all of which were sent to voicemail, with a very brief message to call back.
2. They did not “resolve things for me” at all. I have received no details from them whatsoever regarding the four specific points I made in my complaint letter dated 30 May 2023.
3. My complaint was not “Other”. It was that they are overcharging me vs the renegotiated contract amount, as set out in my letter dated 30 May 2023.
4. Whilst my complaint touches on the inability of their staff to rectify the overcharging described in (3), this is clearly not the key reason for the complaint relating to overcharging.

To date, Virgin Media have woefully mishandled my complaint. I have requested they either address the four bullet points I set out in my letter of 30 May 2023 individually and specifically, or issue a deadlock letter within no more than 3 working days.

From searching this forum, this behaviour does not seem unusual, therefore I am posting my experience to add weight to the criticism against their horrific customer service and complaints management processes, as well as to see whether anyone here can help me.

Many thanks in advance.

[Robert_P]

Hello cylinder

We're sorry to hear of the issues experienced with both your account and subsequent complaint, we understand the frustration this can cause and appreciate you taking the time to raise this via the forums.

In instances of a complaint, the complaints team member will attempt to contact the customer 3 times, usually by calling, to discuss their findings following their investigation. If they aren't able to contact the customer an automated letter is sent asking them to contact the team which maybe what you have received. 

Have you reached out to them via the methods outlined in the letter? All of our contact methods can be found here.

Rob

[cylinder]

Dear Rob,

Thank you for your prompt response.

If only that were the case, Rob: the letter I have received clearly states "thanks so much for the chat" and "we're very happy to be able to resolve things for you". No conversation has taken place, and nothing has been resolved. I do not have the complaint handler's name or contact details in what has been sent to me and so I have no choice but to send a written response again by recorded delivery.

Separately to the complaint itself, given the underlying issue is really quite simple -- I am being overcharged vs a renegotiated contract -- are you able to help with that side of things?

[Paulina_Z]

Hi @cylinder,

Thank you for coming back to us about your ongoing complaint. I'll be happy to look into this further for you and see how we can help to rectify your complaint.

I'll send you a Private Message to confirm a few details. Please keep an eye out for an envelope at the top right corner of your Forum page. I'll be in touch soon.

Thank you.

[cylinder]

Many thanks, Paulina. I have replied to your message and look forward to hearing from you.

[Paulina_Z]

Hi @cylinder,

Thank you for coming back to me via Private Message and allowing me to help you resolve this ongoing problem. 

I'm glad that you're happy with your complaint resolution in regards to this ongoing problem. 

As previously advised, I'll be in touch again to confirm the last details as soon as I hear back from the dedicated team. If there's anything else we can do to help, please let us know. We're here to help.

Thank you! 😊 

[Paulina_Z]

Hi @cylinder,

Thanks for coming back to me via Private Message in regards to your bill query. I'm glad that I was able to assist and explain the situation.

I'll get back to you as soon as I can with a further update on your previous query.

Thank you.

[cylinder]

Hi @Paulina_Z,

Thank you for all your help with this complaint to date. Having checked my most recent bill, I have a follow-up query, which I have sent you a private message about. I would be most grateful for your assistance once again.

Thank you.

[cylinder]

Hi,

Unfortunately, another issue has arisen in connection with this and @Paulina_Z who has been very helpful to date no longer appears to be an active member of the community.

Please can another member of the Forum Team pick this up with me instead?

[Reece_MH]

Hi cylinder 👋

Thanks for popping back to us, and I'm sorry to hear that another issue has arisen. 

As it has been over 30 days since your last private message conversation, this would now have automatically closed. I'm going to send you a private message, to gather some more details.

Please look out for it in the top-right, white envelope or by tapping your profile picture and then "Messages">

Thanks,