Every renewal… I get an issue

[Duffster27]

C-221223299 - complaint opened

Every 18 months I get offered a deal the agents ultimately can’t offer.

This year I got an outbound call from ‘Loyalty’. I took the call, agreed a price and said can you call me back 5pm as at work (and need to go through all the t&cs). Agent never called me back.

i called back on and was told “agent wouldn’t have offered that” and that he had noted the account with something different.

this is every single renewal there is an issue 

[japitts]

More often than not, any offer made by retentions is "of the moment" - you are far better accepting any offer made on-the-spot, and then using the statutory 14days "change of mind" right cancellation if necessary.

Telling an outbound agent to callback is - effectively - saying "no thanks".

[Kath_F]

Hi Duffster27, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you were offered a deal but were unable to complete things on the call. As mentioned by japitts, any offers are only valid at the time. If you've not completed things and accepted the deal then this may not be available at another time and we'd have no obligation to re-offer it. 

We're always happy to review your package and cost to help find one that best suits your needs and budget - this doesn't always mean a downgrade! If you want to chat with us, please feel free to call on 150 / 0345 454 1111 or pop us a message on WhatsApp on 07305327112.

Apologies for any frustration caused. 

[Duffster27]

So why did the agent say he was able to call me back later to process if he wasn’t? Hence I’ve opened a complaint. 

[Duffster27]

Thanks for the clarification. It's clearly just poor service then - I'm not surprised, at all.

[Duffster27]

Would you care to share the number for Complaints / Customer Relations please to progress my complaint, re no call back, poor notes on my account and to get the call listened too.

Or do I need to go via the FOI route

Kind Regards

[Vikki_M]

Hi Duffster27

You can track your complaint here we have also included our code of practice here for convenience.

If you would like to call to discuss this, please call on 150 from a Virgin Media Landline or 03454541111 from any other phone. 
Or you can send the team a message via WhatsApp on 07305 327 112 
 

[Duffster27]

Yeah... it's been pending contact from Virgin Media for 12 days...

[Alex_RM]

Hi Duffster27,

We can see from our side you've been able to speak with someone today and been provided with an update 🙂

Alex_Rm

[Duffster27]

Yes Alex, after me calling in. 1 hour spent on the phone. Customer service transferred me to “Relations & Retentions” who couldn’t progress the complaint. Now 48 hours for a manager call back.

the points I’m disputing are:

• virgin shouldn’t make prices they can’t keep;
• they shouldn’t promise to call back and then not;
• Agents should be leaving detailed notes on customer accounts - as per Ofcom guidance - in my case the package offered wasn’t noted on account;
• calls should be listened too when requested as part of a complaint

I am more than happy to take this to the Ombudsman, but seems no one can issue me a deadlock letter just yet - despite my request.