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Grice
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DOES VIRGIN REALLY HAVE A COMPLAINTS DEPARTMENT?

Seriously had enough of Virgin. Been a loyal customer (god knows why) for years.  We put in a complaint in September, received a complaint ID on the 1st Oct  COM104263026. 

Heard absolutely nothing since and spent four hours on the phone to customer services and no one answers.  Its beyond a joke now.  

Does a complaints department actually exist?

 

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Andrew-G
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Re: DOES VIRGIN REALLY HAVE A COMPLAINTS DEPARTMENT?

Why worry whether VM have a complaints department?  Two more weeks without an outcome (or with an offer/outcome you aren't 100% happy with) and you  can escalate to the arbitration scheme CISAS.  They're free to use, and independent.

Read the CISAS guidance carefully, there's a fair amount of it.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Chris_W1
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Re: DOES VIRGIN REALLY HAVE A COMPLAINTS DEPARTMENT?

Hi Grice, thanks for the message and sorry to hear about the experience which you have had in regards to the complaint, Can you confirm if this is regarding the issue with the landline? We can see that you were speaking privately with Paul and never responded to his last message. Chris 

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Grice
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Re: DOES VIRGIN REALLY HAVE A COMPLAINTS DEPARTMENT?

We were not only without our Landline but also three days without internet. Customer Service kept telling us on each of those three days that an engineer was on their way.  We also told CS that we were vulnerable and Disabled and needed to be put on your Vulnerable list they didn't want to know and hung up on us We have been trying to get through to CS again but no one answers.    

I believed I had answered the pm sent, but for some reason it's not on here. I can it answer again

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Emma_C
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Re: DOES VIRGIN REALLY HAVE A COMPLAINTS DEPARTMENT?

I do apologise. 

I'll pop you a message myself now and if you can just reply confirming the details I need then we can take it from there. 

Thanks. 

Emma_C - Forum Team
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woodstone
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Re: DOES VIRGIN REALLY HAVE A COMPLAINTS DEPARTMENT?

They do not have a complaints department. I gave them time because of COVID-19 but then kept trying to phone, wrote at least 9 letters, did their text help thing a few times, tried the web site complaints form. I got told not to worry they would contact me but the next thing I hear is they are sending in debt collectors. I gave my 30 day notice to switch away from Virgin Media back in April 2020 they agree I left but tried to charge after the switch all summer. It went to CISAS resolution and I have still not had a response to my first complaint from May 2020. Hope they start to learn from their mistakes before they cause more damage.

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Alex_RM
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Re: DOES VIRGIN REALLY HAVE A COMPLAINTS DEPARTMENT?

Hi woodstone,

 

Thanks for posting and sorry to hear you've had to chase your complaint. 

 

Can you confirm if this case is now with CISAS?

 

Alex_Rm

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