Virgin Media Community

[BroadbandGrumps]

Hi all,

So I have to believe that Virgin Media are not aware of the terrible complaint handling process that is being carried out on their behalf - and I think that the moderators on here do spot when something happens that is certainly bad mistake, but also when it verges on fraud.

I agreed to a total TV + Broadband + Calls package price of £54 per month, I am being charged £74 per month - since September 2022.

So I am hoping that someone sees this - and intervenes before I take this to the ombudsman.

Very long story (not very) short - I made a mistake on my order - hands up  my fault - but here's how:

1. Select Maxit bundle > Select 500mbs > Select VOLT = End result £56 per month for 500 mbs upgraded to  1000mbs
2. Select VOLT > Select Maxit bundle > Select 500 MBS = End result £38 per month for 350mbs upgraded to 500mbs

My issue is once you get past the initial navigation it puts this in your basket and you can't see what you are buying. I should have checked but I'd done a price check 20 times before VM was available in my area and knew exactly what to select.  Anyway - I made a mistake - I accept that.

I called customer service and explained the situation - they said they would transfer me to pre-installations.  40 minutes later I spoke to someone and by that time I just said to cancel everything - I can't afford to spend an hour on the phone trying to sort out issues every time.

The person I spoke to apologised and eventually offered to change the package to 1000mbs for £4 more instead of £6 more.  I went for it since that's what I wanted anyway (Total £54 per month).

Then it all went to hell.  Installation came and installed 500mbs. I didn't find out until they did the speed test. No problem they said - call customer service they will sort it.

Several calls, complaints, web chats later, they upgraded me to 1000mbs - but they did it like an upgrade - not a change - so their price went astronomical (like £80+ per month). They eventually agreed to £60 per month for the package.  

Trouble is - they did not account for the £12 O2 VOLT element. Also - my bill from VM is £62 not £60.

So - I am now paying £62 for VM, £12 for O2 = £74 per month for what I agreed was £54.

I've so far raised at least 3 complaints - they are almost instantly closed with "call our call centre" even when I spoke to retentions for 40 minutes and lodged a complaint - that complaint was closed with "Call the call centre". 

I then lodged a complaint via web stating "DO NOT UNDER ANY CIRCUMSTANCES CLOSE THIS COMPLAINT UNTIL I GET A LETTER OF DEADLOCK"  Which was open for a good 4 weeks in fairness - then was closed as a "duplicate".

So - I submitted a data subject access request and have the call transcript where the £54 price was offered.  I guarantee the ombudsman are going to haul VM over the coals for this - but I honestly think someone from VM will realise that their complaint team needs to be investigated. They are playing the stats and closing complaints without doing anything to handle or process them.  There are very strict complaint handling processes in place here and VM's complaints team are breaching at pretty much every step.

If you are not from VM - Kudos for reading this far - it wasn't really meant for you 🙂

Let's see what happens now...

Cheers

Will

[Kath_F]

Hi Will, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you've had issues with getting things sorted regarding your account. When raising a complaint for issues to do with package changes or bill corrections, we do need to speak with you so the teams usually try calling and if they don't get an answer then they would send an email asking you to call in. From that point you have 28 days otherwise the complaint closes automatically. If there is more than one complaint open at a time for the same thing, then the latest raised would then be closed as a duplicate. 

When you take a Volt package which comes with a new SIM card from O2, the billing is split. This is usually made clear in your contract on separate pages as there is one for your VM services and one for your O2 service. This will be why you're being billed £12 for your O2 services. 

In terms of the billing, this is something we can certainly check for you but in order to do that I will need to confirm some information with you to pass security. 

I have sent you a direct message to allow us to do this with you in a private space. Just click on the little envelope at the top right-hand side of the page to access your inbox.

Thanks, 

[BroadbandGrumps]

Hi Kath,

Thanks for responding. I will follow your private message instructions, however since you have brought up a few points I want to continue this public conversation as well for the benefit of anyone else who finds themselves in my situation.

You said: When raising a complaint for issues to do with package changes or bill corrections, we do need to speak with you so the teams usually try calling and if they don't get an answer then they would send an email asking you to call in. From that point you have 28 days otherwise the complaint closes automatically. If there is more than one complaint open at a time for the same thing, then the latest raised would then be closed as a duplicate. 

My Response:
1. Several complaints were closed within 24 hours. I have never been called on my preferred number, I have never been sent an email apart from the automated complaint closed email.  When the complaint is raised with an operator over the phone - how can the complaint closure process be "asked customer to call"? These complaints are not following the process you describe. Your team needs to know this.
2. Each of my complaints was closed without contact, they were closed and then they were removed entirely from my record. How do I know? Because I resorted to taking screen shots of every complaint logged - then the screenshots of them being closed - then the screen shots of them just 'disappearing'. In fact several complaints were logged, closed and removed entirely within a week.

You said: When you take a Volt package which comes with a new SIM card from O2, the billing is split. This is usually made clear in your contract on separate pages as there is one for your VM services and one for your O2 service. This will be why you're being billed £12 for your O2 services. 

My Response:
I am absolutely aware of the different contracts and prices.  However you present the information, the original order was VM £38 and O2 £12 totalling £50.   In the new contract the total of £56 was made up of VM £44 and O2 £12.  The total even without any discount is £56.  In the transcript of my call the operator does not mention the total - they simply state that they can change my order to 1000mps for £4 more with a £2 discount as a gesture of goodwill, so VM £42 and O2 £12 totalling £54.     Why am I being charged £62 for VM and £12 for O2 totalling £74?

I need your team to understand just how badly your complaints team are handling the process. I need to give you a chance to correct not just my complaint - but the handling of all complaints that have this level of seriousness. I have spent over 20 hours researching, calling and transcribing calls and chat messages because your complaints team are not doing what they are obliged to do.

Thanks,

Will

[Andrew-G]

---

@BroadbandGrumps wrote:

I need your team to understand just how badly your complaints team are handling the process. I need to give you a chance to correct not just my complaint - but the handling of all complaints that have this level of seriousness. I have spent over 20 hours researching, calling and transcribing calls and chat messages because your complaints team are not doing what they are obliged to do.

---

I'm afraid the forum team know full well what a crock of tishe VM's complaint handling is, for the simple reason they see the results day in day out.  I suspect they also sympathise with you, but they're here to be the mouthpiece of their employer, and that means towing the line.  Unfortunately, they don't have any power to change things (complaints being a separate team) and for all the promises of "passing on feedback", no improvement ever transpires.  From Ofcom and adjudicator data, VM senior management also know how poor VM's complaint handling is - but the lack of improvement says that they like it this way.

In all honesty, why give VM another chance?  They'll offer you at best the most paltry "goodwill" gesture, whereas if you take it to the Ombudsman then it will be considered by a trained and impartial adjudicator, their offer to you as a resolution is binding if you accept it, and on top of that VM will be hit with an adjudicator's fee of around £400 which in the circumstances the company richly deserves.  

[BroadbandGrumps]

Good point!

I’d just like to think I hadn’t signed up with a company that was intentionally fraudulent, but perhaps was unaware of how these discrepancies are being handled.

Had I described this to anyone outside of these forums I suspect they would tell me I have been scammed.

I think I will follow your advice.

Cheers,

Will

[Corey_C]

Thanks everyone for your posts. We welcome you to continue visiting our forums, we value you as a customer and will endeavour to resolve your query as quickly and efficiently as possible. However just a reminder, that we are all here to provide friendly, positive and encouraging support to one another.

Off-the-cuff comments, comments about people's appearances/looks, and any other non-constructive comments aren't helpful and goes against the Community's. Guidelines. Please feel free to review our House Rules

https://community.virginmedia.com/t5/help/faqpage/faq-category-id/participation/title/participation

[Kath_F]

Hi BroadbandGrumps, 

Thanks for sticking with me via private message. 

I'm sorry that previous experiences you've had has meant you didn't wish to let us help on this occasion. 

We are here if you have any further issues though with anything else. 

Many thanks,