on 12-08-2024 12:48
I have been trying for 3 months now to sort out a billing problem for my daughter. Initially this was being dealt with by Deborah in the Executive Team in the UK.
I can no longer get through to her. Customer service on the phone saying they 'don't have the facility' to transfer me. I have emailed the exec office email countless times and get no response whatsoever. .
WHAT AM I SUPPOSED TO DO??
on 12-08-2024 17:40
Hello Alilyng
We're sorry to hear of the billing issues experienced by your daughter and the problems experienced, we appreciate you taking the time to raise this via the forums and welcome to the community.
The Executive complaints team don't have a direct number to be contacted on, if you have emailed them they will pick this up and respond as quickly as possible following a thorough investigation. When did you last contact them and speak to someone (Whether that be Deborah or another member of the team)?
on 12-08-2024 17:46
on 16-08-2024 11:55
It feels as if Virgin customer service has just gone up in smoke and it is impossible to speak to anyone that can help me. I have tried and tried for about 2 months now. I need to speak to a senior manager about something very important. The executive team email address doesn't respond - I've tried over and over again. Agents in the foreign call centres are difficult to hear and understand and just use a predetermined script and cannot help. They say they 'have no facility' to transfer my call to the executive team. Or that there are no managers available. They cannot take a message and ensure a manager calls me back. They don't have a direct line for the executive team and all they can do is put a note on my account in the hope that a manager sees it!! If I try to explain the problems to one of these agents they seem to get confused and say any old thing to get rid of me. I have submitted numerous complaints on the app but just get standardised robotic replies. WHY IS THIS COMPANY SO LOATHE TO HELP LOYAL CUSTOMERS LIKE ME WHO HAVE BEEN WITH THEM FOR OVER TEN YEARS?
Further to above problem, they are now trying to double my contract price when the current one ends next month. I didn't realise inflation was at 100%! But at least I can now send them packing and never ever go near them again. People are leaving in droves so it's not just me.
VIRGIN - SORT YOURSELVES OUT!!!!!!!!!!!!! You have the worst, virtually non existent customer 'service' of any company I have ever spoken to. I have wasted hours and hours of my life trying to resolve this issue and I'm exhausted.
Sky can offer far cheaper, better deals. So can all the other smaller companies..... So why would anyone in their right mind stay with Virgin?
on 16-08-2024 14:02
Hi Alilyng
We are very sorry to hear you've been struggling to resolve your issue with the Executive Team. Rest assured that your emails will be responded to in due course.
We can see that you do already have another thread with us here on the forums. To avoid any confusion or duplicate conversations, please continue to post your responses from there for us.
Kind regards
on 16-08-2024 17:02
Sky can offer far cheaper, better deals. So can all the other smaller companies..... So why would anyone in their right mind stay with Virgin?
thats the reason i am leaving virgin media
vodafone 900 mb for £31 a month, virgin media can't price match it