I have been paying Virgin by faster payment for many years. I pay £25 most weeks so that when my bill is issued I am in credit, most people would consider this to be a good customer but Virgin clearly see things differently. Virgin for some reason have stopped allocating my payments against my account and claim that I have not paid since 13 November. They have cut off my services since 3 January 2024 despite me sending my bank statements as proof of payment to their missing payments department, this department is not manned because I get an email reply stating that they should find the payments within two working days, or if they need to investigate further they will email me to let me know. I have now had this reply about 10 times but no further correspondence and I have even supplied the details of the faster payment reference number supplied by my bank which should enable them to trace my payment. I am now in a position whereby Virgin hand out a standard telephone number to deal with complaints, but when I ring the number and enter my requested account number there is a response that they are going to text me details of how to pay and cut me off. So this joke of a "communication" company has blocked me from communicating via telephone or email and will not discuss a problem that is their end rather than mine. When I was able to speak to someone before Christmas they struggled to understand the issue, had they been a properly trained customer service operator this could and should have been dealt with very easily. Virgin are in breach of contract and are effectively trying to make me pay them twice by preventing me from discussing the matter with them, and of course they hold the upper hand by just disconnecting me. As soon as I can get away from Virgin Mediocre I will but unfortunately they will not even let me disconnect because they use the same number that they wont let me get past to talk to anyone! I have even emailed the CEO of Virgin, Lutz Schueler, but he has not had the courtesy to reply either so clearly I am wasting my time. Has anyone got any idea how to contact this awful company please?
