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
