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vg67
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Customer service.....what customer service!

Raised a complaint about issue I had with billing and was given a reference number and told I would be contacted.

I get an email minutes later saying complaint resolved!  What!?!?

I've not spoken to anyone regarding it and am told it has been resolved!

NO IT HASN’T!

I've been a customer since the beginning and have never experienced such shoddy customer service from Virgin Media.  

When I initially called them I spoke to 5 DIFFERENT  people that day and still got no phone call back (as promised) or an email confirming the credit that should have been applied to my bill.

To top it all every person I spoke to I had to repeat the issue!

UP YOUR GAME VIRGIN MEDIA!

Using the pandemic as an excuse no longer cuts the mustard Virgin Media.

Not inspiring me with any confidence to renew my contract in June this year.

Disappointed😡

El_Defensor
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Message 2 of 8
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Re: Customer service.....what customer service!

You're finding what I've known for years, Virgin Media care little about customers. If they did they'd do something about the appalling levels of incompetence among their agents!

yarfik
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Message 3 of 8
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Re: Customer service.....what customer service!

Vurgin had never  cared for any off there custoners, especially especially of this year n last since the pandemic started. As they closed all uk centers even recruited a lot more an to work at home  so now they decide  to reroute all calls an disable most of the site to india

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Zak_M
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Message 4 of 8
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Re: Customer service.....what customer service!

Good afternoon @vg67 

 

Welcome back to the forum and thank you for taking the time to post. 

 

I have just taken a look over things and can see that the complaint was closed down on the advise that there was a resolution reached, are you able to advise if that is not the case?  If not I will drop you a PM and we can look at the way forward. 

 

Kind regards,

Zak_M

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vg67
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Re: Customer service.....what customer service!

Issue has not been resolved after receiving this month's bill!  So all the assurances from the Customer Services agent were rubbish! 😡

Raised another complaint, let's see what happens this time.

Virgin Media Customer Services NOT fit for purpose.

 

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Emily_G
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Message 6 of 8
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Re: Customer service.....what customer service!

We can see you've been in touch with the team since your last post. 

 

How did this go? 

 

Thanks, Emily.

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vg67
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Re: Customer service.....what customer service!

It didn't, was put on hold while agent supposedly dealt with the issue.

Line goes silent and I hold on for 10mins and nothing!  I assume she cut me off, did she have the decency to call back...like hell she did!😡

One simple issue can't be sorted out from the 7th January, I've no reason to continue to give Virgin Media my money when my contract ends.

Poor customer service!

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skankinpig
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Message 8 of 8
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Re: Customer service.....what customer service!

Agents routinely put down the phone, or transfer you needlessly to other departments when they can't be bothered - I've even had one take off the headset whilst i was speaking.

Hope you get some resolution, but my experiences with VM tell me it's unlikely to be satisfactory
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