10 days ago I negotiated a new tv / broadband deal that I was happy with. When the contract came through it was quite different from what was agreed. Another call to 150 and I was told that I couldn't have the deal I'd agreed and offered a take it or leave it much different deal. I was also told that I couldn't go back to my previous deal. I asked about making a complaint and was sent a leaflet with details of how and where. I wrote my experiences down to send by email and at the end of it, the Captcha wouldn't work so I couldn't submit my complaint. I then did it again to send by post. I sent it tracked and signed for to the PO box in Swansea as directed in the Virgin brochure by 1pm today. At 2pm I check and the letter made it Swansea but hasn't been delivered it's down as being re-directed. When I ring Royal Mail, they tell me it's at Virgin's request that letters to the address they've Virgin had given me are to be re-directed. He couldn't see where to. Am I paranoid, is it just me who thinks there's a conspiracy regarding registering complaints or am I just unlucky, has any one out there had similar problems.
Welcome to the forums and for you first post - I am sorry to first understand that you have had some issues with your package change and then with logging a complaint.
In regard to logging a complaint, the agent should have logged a complaint with you there and then on the call - this is the process that ALL agents must follow at any sign of dissatisfaction so for that I do apologise.
As we have now closed our Swansea site, any post sent here will be re-directed; I am sorry about that. I have checked the complaints code of practice and can see that the old address is still showing - I will ensure to get this fed back to the business and ensure that the new address is advised and updated. However - your complaint would have still been logged on our system - you should receive acknowledgement of this shortly.
Very sorry about your package change issues - this certainly is not the experience we would expect at all.
I have located your account and can see what has happened - I have sent you a PM so we can go through some security and I'll be able to update you on that and your complaint for you.
Please look out for the Purple Envelope and pop me a reply when you can.