I have been with Virgin Media or its predecessors since the days of Videotron....over 20 years
In the last six-months I have tried to resolve an issue over billing and poor customer service by:
Messaging... referred back to web-site and try another way to communicate
On line complaint form - acknowledged after 2 months, but still waiting for something more after 3 months
Letter to Complaints ...Sunderland ..... no reply three months later
Telephoning 0345..... number, speaking to staff and requesting a contact back by e-mail/telephone....still waiting, although staff member on phone said he could not guarantee a reply... but could confirm e-mails to Resolutions Team had been received....!!!
E-mails to Resolutions Team e-mail acknowledgement of complaint..... who advised they would be in touch in a few days... (over a month ago)
Are VM complaints procedures fit for purpose?
If you know of a way to get a reply please give me a clue.....
I am sorry to hear this and that you have not had the best experience with us, I can take over your complaint for you and we can come to a resolution for you. I will pop you over a private message to get this sorted, keep your eye open for the purple envelope 🙂