Forum Discussion

VsUK's avatar
VsUK
On our wavelength
2 years ago

How can I respond to an open complaint?

I have an open complaint C-2012231476 & I've been offered a resolution, a credit to my account that isn't sufficient. It says to respond to let them know if I accept or decline the offer. However if I don't respond within 28 days, it'll be considered I've accepted & the case closed. However, this was before I was told I will have next to no reliable internet service until the 11th Jan 2024 which is the expected data for the SNR fault to be fixed. This will mean I've had no service for over a month now, so the small credit offered is in no way shape or form acceptable. 

So my problem is, how do I respond to this complaint? I cant find no links to open existing complaints or anything. I'm told to view open complaints, sign into My Virgin Media. Scroll down to the Quick Links at the bottom of the page and click on Track Complaint, but there isn't one. I go into help, Complaints & it says to go to My Cases dashboard, there isn't one. I click on track complaint & it sends me to the bit about My Cases dashboard that doesn't exist. It's as if Virgin have deliberately made it as difficult as possible to track & respond to open complaints. 

So please, can someone tell me how to find & respond to an open complaint so I can decline their pathetic offer. 

Thanks

  • Lee_R's avatar
    Lee_R
    Forum Team
    2 years ago

    Hi VsUK thanks for getting back to us.

    Sorry to hear you're unhappy with the level of service you're receiving and also for the customer service received when attempting to gain a resolution.  I would like to take a look on your behalf.  I am going to send you a private message.  Please keep an eye on your inbox in the top right of your screen.

    Regards

    Lee_R