The worst experience. Have decided to share my complaint i raised below incase someone had experienced similar?
This is my final straw. I have spent hours and hours on the phone with customer services. I have been passed from department to department, ignored and hung up on by a manager named Amy from your customer retentions department.
My contract was expiring, I noted that I did not want to be put on a new contract. on the 17th June, i contacted virgin via whatsapp where i was told 3 times, to cancel my direct debt and make a manual payment on the 15th July of £5.02 as I had £119.36 credit. This is what i have tried to do, i have since had numerous bills of £276.23 and also been told no payment was received in June despite proving that a payment was made on the 3rd June via direct debt. It was on the 17th June that the direct debt was cancelled. No one in virgin are able to deal with query and even at times become belligerent and just rudely say hold the line and then transfer me. This is without a doubt the worst customer experience i have ever experienced. Even management are not able to help. I have a young baby in the house and i am taking time away to spend hours on the phone with virgin trying to resolve but no body helps.
I have been told today, 23rd July 2024, that my service had never been disconnected, which is not true, it was disconnected and then i had to phone and request a reconnection as Sky were unable to provide me with fibre on time. I was told to let the account be set back up, then the bills would sort themselves out and that i could then negotiate a better deal.
The process that should have happened:
June 15th - I requested my services be disconnected
June 17th - Whatsapp Team told me my final bill was £124.38 but I had £119.36 credit and to avoid making a high payment and then waiting for the refund, that i was to cancel the direct debt and make the manual payment of £5.02 on the 15th July.
15th July - Disconnected, due to sky not being able to provide me with fibre at present, i had to phone virgin who told me to reinstate my services and then phone and negotiate a deal, and that i could cancel within 2 weeks.
16th July - services with virgin resumed.
16th July - spoke to a VM representative about my high bill and also to reduce the services, was told to phone back in a weeks time as the account had just been reopened and that the bills were all messed up due to this.
22nd July - phoned VM and still could not resolve - passed from retentions who escalated the case with the manager "amy" who would call me.
23rd July - no call from amy - I phone VM asking why i hadnt been called, amy hung up, phoned back and was passed from retentions to collections who were belligerent and passed me back.
This is giving me anxiety and on top of my stressful job and having a young baby am finding it overwhelming. I would like this to be dealt with and previous discussions honored.
