Yeah they have 28 days of confirmation of receipt & reply. Then tend to reply sooner usually an Email or A letter sent to your home with a Complaint Reference ID. Worst Case if they dont reply or resolve your issue after 6 to 8 Weeks you can contact or Virgin media will automatically refer it to CEDR https://www.cedr.com/consumer/cisas/
Simple website where you enter all your details and the issue and The will asses if its worth chasing up and on your behalf take the case.
I sent my complaint form off 5 days ago and I have not received an auto response.
I’ll be as brief as I can...
I contacted VM as my bill went from (rough figures) £43 to £68. I currently have phone, broadband and TV in which I only use the broadband. Now when I contacted VM I was told the ‘best’ deal they could do was £49 for the whole package or £48 for the broadband on its own. I was unhappy with the offer and cancelled my contract.
I was contacted by VM (someone working from home) and asked why I was leaving, I was offered 350MB broadband only for £36 PM which I accepted.
17/04/2020 sent my new bill with £68PM for the next month which I thought was odd and I’ll contact in the week to resolve:
VM cancel all my services. I contacted VM that same day to be told no new contract was submitted. I asked to make a complaint or enter a new deal and was told I had to wait until my services were reactivated which could take up to 72 hours. Thankfully my services were reconnected 2 days later but I was put back to my £68PM contract.
Ive tried to contact VM several times since, each waiting up to 45 minutes for them to answer the phone before giving up. I’ve entered numerous online chats in which they transfer me time and time again until I get disconnected.
I’m utterly disgusted with the lack of customer service.
They do not deserve a penny of my money and if it wasn’t for this pandemic and the wait time to move to another provider i would cancel my services and leave.
Thank you for giving us all of the information LH1988, overall from what you have said, not the greatest experience for which we are sorry. The complaint will be with our team, due to the current situation this is taking a little longer than usual for us to get back to customers.
We aim to respond with an offer of resolution within 28 days, as agreed with our regulators, given that the issue is your package we can't change them from here.
If you haven't already, we'd recommend you text us your query for free on 07533 051 809 ^ between 7am and 11pm Monday to Friday, 8am and 8pm Saturday to Sunday and a member of our team will be happy to help.