Complaint web chat?

[robbyell]

Hi all.  I went onto the VM website to make a complaint, and now I have a second one.  Where's web chat?  Impossible to find it.  I'm not brilliant on the phone, so would rather be making my complaint via a chat (with a real person).  How do I do this?

Ta!

[jpeg1]

Most of web chat (when it's working) is run by a computer. It is unlikely to register a complaint that will be properly answered.

Try explaining on here what the problem is, and you might get a human response. 

[robbyell]

Thanks jpeg1.  My father-in-law seems to have been bullied into accepting a stupidly expensive contract when he was seriously ill last year.  He was ashamed of this and didn't fully let us in on what had happened until recently.  He died last week. I'll obviously be advising my mother-in-law on where to put her TV/broadband contract money going forward, but VM shouldn't be allowed to do his, and my folks-in-law are significantly out of pocket as a result.

PS I found the web chat button, which didn't appear on my Firefox browser for some reason (but did on Chrome).  As you predicted, it's like throwing questions into a decision tree which always ends in "No".

[jpeg1]

I'm afraid VM have form for this, their sales staff are experts at persuading and/or confusing customers into paying more than they need.

There is an official complaints url 

https://www.virginmedia.com/help/virgin-media-complaint

But they even make this difficult to use because they will usually only discuss the complaint with the account holder rather that a friend or relative. 

[Beth_G]

Hi robbyell,

I'm very sorry to hear your father-in-law recently passed, and that you believe he was forcefully entered into a contract he didn't want/need.

I'd really like to see what I can do to help. I've sent you over a private message so I can look into this further.