I have had an ongoing issue since the end of July. My service was disconnected on behalf of another customer; my address was changed to theirs and I have had fees added to my account, then removed, then re-added. Furthermore, when I view my bill online, my address is STILL incorrect.
I have been unable to obtain either an explanation for why this was able to happen, or an acceptable apology/offer of compensation/reason why I should remain a customer.
There are a number of other issues associated with this, that I won't bore you with, but I would really appreciate a moderator/actual person replying to me to open some sort of dialogue and perhaps finally put this issue to rest.
The current data protection laws (GDPR) really tightened up the requirements on suppliers to process and store information correctly, with a significant hike in potential levels of fine if they do not.
The VM support system can be very frustrating and ineffective but give the forum team a chance. They can often make progress with issues where other parts of the VM support system have failed.
The normal sequence going beyond the VM complaints process would be to go to CISAS (an independent arbitration service) but they state they do not deal with data protection matters so I guess your final redress would be via the ICO if VM do not resolve the problem for you.
The forum team can take up to a week to reply but normally respond within a few days.
(You might like to unmark the helpful answer in #2 above until your issue is fully resolved by VM for you)
Hi Harlpop, thanks for the message, It sounds like our internet security have detected issues with the email address, can you confirm if you have managed to change the password or still require assistance with this? Chris