I'm so sick and tired of vm refusing to honour a documented renewal contract offered to me and now they'r

[DAVIEGARDENS]

Virgin are rubbish at customer service, responding to requests for help and acknowledging my repeated requests for clarification, a refund(they're overcharging me!) and confirmation of my request/notification of cancellation.

Absolutely rubbish. 

Would never recommend nor return to the. 

Ombudsman is the next time and energy wasting project to get refunded/compensation. 

[goslow]

Most people, who report back on here, seem to speak quite highly of how the ombudsman handled their complaint in a balanced and professional way and that the process was straightforward.

If you have not done so already, you have to have logged a formal complaint with VM first of all (that is likely to be a time and energy wasting project but is a required first step before the ombudsman).

https://www.commsombudsman.org/our-process

OFCOM will welcome any information on an unhappy cancellation experience.

They launched an investigation into VM on 13 July 2023 specifically into VM's cancellation and complaints processes.

https://www.ofcom.org.uk/about-ofcom/bulletins/enforcement-bulletin/open-cases/cw_01275

Case ref. no. and an email at the bottom of the above page or submit with same info via the contact form

https://ofcomforms.secure.force.com/formentry/SitesFormCCTMonitoring

Submitting information won't help your individual complaint but it will contribute to the OFCOM investigation and it sounds like your experience is directly relevant to the terms of reference of the investigation.

[Molly_T]

Hi DAVIEGARDENS 👋 welcome to community! Thank you for posting. 

So sorry to hear about your recent experiences with us regarding a package change, refund and cancellation request. 

If you already have a complaint raised with us and are looking to have this escalated or to take it to the ombudsman, you can read more about this process in our complaints code of practice 👉 https://virg.in/comcop . You can also view and manage any complaints you have raised via My VM here 👉 https://virg.in/mycases .

It does seem as though you may already have a complaint raised with us, however I would like to offer further support in getting this resolved for you, based on the feedback of your experience so far. We will just need to send you a PM to confirm a few account details so I can offer further support. 

I will do this for you now - you can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞