As long standing customer (20+ years) I renegotiated my contract on the phone with Virgin in mid-February.The deal was confirmed at that time in an email from Virgin to me.About 3 weeks later I received an email from Virgin telling me that my contract was being renewed much more expensively than I had agreed with them in February and for a poorer service!
I made a complaint to Virgin but did not even get an acknowledgement so I contacted their Complaints team using their WhatsApp service- and was told that the deal that I had agreed in February was "invalid"- whatever that means!
I pointed out that if Virgin took money out of my account at the higher rate specified in their March email they were taking it without my authority and I might have to tell the police.As that "conversation" took me nowhere I emailed Lutz Schuler the CEO and I recived an email from their Executive Team on Monday saying they were looking into it. As earlier this week Virgin took out of my bank account money I had not authorised I tried to day to contact the Executive Team but my emails to them, then to Lutz Schuler and then to Michelle Beville, described as te Head of Executive Complaints all failed ,apparently because Virgin classified them"SPAM Content Found (VM603)".
It seems that Virgin want my next move to be reporting them to the police- but does Virgin simply not care about their customers or how they are seen to behave?I see other topics about the performanace of the Executive Team on this blog but I thought that I should report this experience so that people know how Virgin behave.