In November I went into the hospital for several weeks for cancer surgery. Before I went in I called Virgin and changed my package, when I was in hospital Virgin changed the package without my permission by calling my wife who isn't the contract owner and was told that Virgin was giving her the same package I'd asked for the same price - it wasn't.
I'm the contract owner as far as I'm aware Virgin shouldn't change the contract unless I say it's okay.
I raised a complaint last month and today receive a message saying 1) they called me to talk about it, I have no call logs from Virgin for three months and 2) I should call the sales number if I'm not happy with the resolution.
Call the sales number, no option to make a complaint you just have to sit in a queue forever in the vague hope someone can deal with the issue.
Over almost 15 years with Virgin I'm on my last legs staying, is there a way to escalate the complaint without sitting in a system not designed to handle them?
At this point, I'd rather throw in the towel and call BT than sit in a queue for two hours.