i have spent a very frustrating afternoon on calls with the Virgin compaints team. Yesterday I raised a complaint about the continued poor broadband service in my area. Today I received a call from the support team to discuss something to do with a complaint, can't say what though as I was expected to give digits from my password over the phone. Troubles is that at this stage I cannot be sure it is virgin calling as I do not recognise the phone number, so I won't give out those details. The assistant said that as I ws unwilling to discuss the complaint it would be closed!!!! I asked If I could call back so could be sure I was talkking to Virgin but they said that was not the process
I immediately rang 150 & selected the option for considering leaving which put me throuhg to another operative in compaints. They would not discuss the complaint as that does not follow the process & insisted someone needs to call me but as I'm 'Unwilling to help" by answering the security questions, the procedure is to close the complaint, despite the fact that clearly it is not cloised to my satisfaction.
I asked to speak to someon who could discuss the complaint but thais is also not in the procedure. I asked to raise a second complaint to say that the complaints procediure is flawed, but they wouldn';t do that either. Every time I asked to speak to someone more senior, they said that the process was that the manager would need to call me but would ask the same security questions that I'm unwilling to give out for incoming calls. CHECKMATE. I asked if a password could be shared with me by the manager so I'd be confident that it was Vrigin calling me but that is equally not part of their procedure.
Ultimately, unless you are willing to release security details to cold callers, the complaints [process is of no use to you at all. Brilliant
Unless you're giving them the entire password its not even really going to matter, the easy way to see if its actually VM is to give them the wrong answers because they will straight up be able to tell you that those are wrong, which they would only know if they had the actual password already, common sense and logic eh 😛