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Artfelt0
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Complaint

I have an ongoing complaint raised regarding being consistently overcharged. It is overdue and Virgin have said that they have been unable to contact me so to call the general number but there is no option for complaints and you end up speaking to someone who cannot do anything about it. Has anyone had any success in getting through to the right person?

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spgray
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Re: Complaint

assuming you raised a formal complaint, you can track it here https://my.virginmedia.com/my-cases/view

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


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My Broadband Ping - spgray

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Artfelt0
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Re: Complaint

Thanks, it just says it's sitting with an advisor - since 10/11/20 :{
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japitts
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Re: Complaint


@Artfelt0 wrote:
Thanks, it just says it's sitting with an advisor - since 10/11/20 :{

Quoting https://www.virginmedia.com/help/virgin-media-complaint under "Independent Adjudication"...

"If we haven’t reached an agreed settlement within 8 weeks of receiving your complaint, or we confirm in writing before the 8 weeks are up that the dispute should be settled by independent adjudication, we’ll let you know that you have the right to refer your complaint for independent consideration through Alternative Dispute Resolution (ADR). This service is absolutely free of charge."

You are well beyond 2 months from the original complaint, so I can't see why your case can't go to CISAS.

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Artfelt0
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Re: Complaint

Thanks, Yes, that is my next step - it's just such a faff!

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