I raised a complaint with Virgin on 31st December, I received an automated response and then silence. To not respond after 40 days is an insult. Today I raised another complaint for the same issue. I am prepared to give anyone a second chance but Virgin are skating on thinner ice than Todd Carty. Is there any number I can ring or are Virgin just hoping I go away. Not one to give up, where would I go next? I guess to the Ombudsman but would have expected a response, thought that would have been basic customer courtesy. Is it just me or are Virgin really bad at customer communication?
Hi, yes the complaint was around me joining Virgin. I originally got a card through the door with an offer of 79 per month including sim card and 150 credit on the first bill. The sim card and the credit have never appeared, I phoned to enquire and was shut down by the telephone operator. This left me with financial difficulty as I still had to pay my previous supplier. What I am left with now is not what I signed up for when I joined Virgin. It is six weeks now since I put in the complaint, if I look for it on Virgin Media it doesn't exist. I am now starting to feel I am left with no option but to take the matter further.
Hi yes, the order was done over the phone, I confirmed at this point that the deal would be matched, sim and credit. I dont actually recall ever seeing a detailed contract. It was when the first bill arrived I questioned the issue.
Thank you for coming back to us, I have had a look our end and can see there is a complaint raised recently, the team will aim to respond with 7 days however it can take up to 28 days , I can confirm the complaint is raised with the correct team.
Hi, the problem I have is the complaint is now nearly 60 days old and apart from the automated response, Virgin has made no attempt to contact me and I now realise they have no interest in resolving the issue. They have now stooped lower by taking money from my bank earlier than the agreed direct debit date. I have tried phoning and get fobbed off, two different people, first told me it's ok as they won take any more on due date, second said it was a system issue, these people can't even lie straight. I spent two hours on the phone to Virgin, to be fobbed off and then cut off, obviously tactics to put me off chasing them.
It's a shame as the product provided is good, the customer care is non existent and I guess I have to compromise now and decide, do I keep the product or follow my heart and get rid.