Thats the issue with Virgin I have done that, but they cannot or will not resolve issues.
just to add a bit of detail as you suggest people you are speaking to are offshore - retentions used to 100% UK but that sadly is no longer true
to get to UK people
dial 150 or 0345 454 1111 and follow the prompts to - 'thinking of leaving us' - then "technical issues" - dont worry about that they do much more - open 8am -10pm 7 days a week - should take you to a UK call centre
i am not saying they can resolve the problem but you have a better chance
i would also suggest speaking to your bank - not sure what the DD guarantee covers but will do no harm to talk to them
A resolution has been reached ! as far as I'm concerned I have not been informed one and a half weeks later. What legal / moral right have you to take money from my Bank account that I havn't agreed to and cannot access as I have no TV connection
Is this not indicative of Virgins contempt for its customers, as far as I'm concerned you have committed Fraud by placing bundles on my account I do not want or cannot even access. The only explanation I have been given is that I'm at fault for not checking my direct debit to see what you have been stealing out of my account. Then that it cannot be changed, words fail me to describe the complete lack of clarity, and moral responsibility.
there is no fraud there is no stealing . a mess up allegedly yes. if you were actually convinced it was fraud/theft you would have been to the police by now.
as for checking dd yes it is your responsibility to check just as it is mine to check regularly. the ombudsman would certainly say you bear some responsibility there even though virgin are allegedly at fault. regular checks and the issue would have been resolved early on.
'as far as I'm concerned' - what you or any other customer says with any company they deal with is not taken as gospel, hence why an investigation is taking place first and in line with many other companies, can take up to 28 days.
sit back, wait and see what virgin say. if you don't like the resolution, then go to the ombudsman.
Getting correct information out of Virgin is continuous obstructionism, theyre using agents that haven't a clear understanding of the English language. So cannot give clear advice. We have challenged them over our bill in the past, it now seems for years they have charged for a tv connection we dont have. When trying to understand theyre Invoice on line it leads to a defunct web page, the paper invoice doesn't breakdown where the charges are coming from. Then some bizarre practise of loading your account. Going to an Ombudsman is a last resort as for a communications company they cannot answer simple questions but continue taking money out of my account, for services we haven't or cannot use