Hi,
I had an awful experience with VM. So many issues with my broadband before it got installed and awful customer service online and via the phone. Without going into details , I complained via the terrible VM complaints procedure and then went through to CISAS who awarded me £150 compensation.
In my complaint i specifically requested for compensation be in the form of a bank transfer or cheque, not a credit. I then got this response on the last day they had to respond
Your CISAS Claim
We would like to apologise on behalf of Virgin Media for your experiences and the issues you have
encountered.
Here at Virgin Media we do pride ourselves on providing our Customers with a fantastic level of care
and we are sorry if we have let you down on this occasion. We do have a robust process to feed back
into the relevant operational areas. Rest assured, your experience will be fed back into the business
so we can continue to improve our relationship and communication with our customers.
Furthermore, in line with your CISAS we can confirm that the following action has been undertaken
1. £150.00 credit will be applied to your account in the next 2/3 working days.
We trust this brings matters to a satisfactory close. However, if you have any further queries regarding
this matter then please don’t hesitate to contact us on removed
Yours sincerely
removed
I was livid. They have essentially given the money back to themselves as I won't be staying with them , certainly not for the period of £150 worth. So I emailed removed multiple times on removed . I even sent one to his personal email. No response.
I complained that this was not in line with compliance and CISAS have now closed the complaint sending me the below screenshot that shows compliance and the credit applied. I have spent months collating evidence and writing up my complaint .As such, I feel my desired resolution (which I clearly stated was for the compensation to not be a credit, I had already received credit for other errors) should be sent to my bank account if this is what I requested.
Do you have any advice on what I can do ?
Any help would be greatly appreciated.
Thanks,
Sam
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