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Miss-sold package

cazie6
On our wavelength

Completely mis sold a package by a sales agent who rang me. Lodged a complaint and same agent called me back and added on what was agreed, for the price that was agreed and apologised.

Turned out he didn't add it all on and altered the notes to make it look like I had only agreed to sky sports...

Umpteen phone calls later (each one lasting a very long time while they tried to get to the bottom of it), and we're now out of the 14 days cancellation period. They are now saying both his calls to me were not recorded and my account will not have the rolling credit (worth £35 a month) as there is no evidence that what I'm saying is correct. So basically I'm lying??! 

Now it's gone to review by another manager.. if they side with the agent again too then it will go to deadlock? And Cicas? I'm not allowed to speak to the sales agents manager, and I can't speak with the retentions team managers either! To be fair to the agents I have spoken to on the retentions team, they have all been really helpful.

But take as a warning. If you get a sales call offering you the full package in sky sports, movies, kids and 1gb broadband for £80 a month (including an o2 sim which didn't go through but I didn't want anyways). Do yourselves a favour and don't take it out.

I have been a customer of Virgin Media for many years and I have never experienced anything like this. I will take this all the way and will cancel the contract if not sorted out. I'm tempted to cancel the lot right now, but no doubt I'll be charged because it's out of the 14 days now.

Surely it's illegal to mis sell a product? I will definitely be looking into my rights and seeking some legal advice if not resolved. 

How can a media company not record every call?! And especially a call back to a customer after a complaint has been lodged? If those two calls had been recorded, it would have saved a me lot of time and a lot of stress. As it is. It's now my word against his. How can this be right? And also makes me question how many other customers he has done this to!

1 ACCEPTED SOLUTION

Accepted Solutions

goslow
Alessandro Volta

Request a DSAR for all of the relevant info inc call recordings (do that promptly as call recordings have a 180 day retention period)

https://www.virginmedia.com/help/dsar

A formal complaint to VM is required first of all (but is unlikely to result in a useful outcome for you)

https://www.virginmedia.com/help/complaints

After that escalate to the ombudsman using the processes and timescales below

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

Topics about 'deal-not-as-described' are very common on here so you are not alone in your experience when dealing with VM.

See where this Helpful Answer was posted

3 REPLIES 3

goslow
Alessandro Volta

Request a DSAR for all of the relevant info inc call recordings (do that promptly as call recordings have a 180 day retention period)

https://www.virginmedia.com/help/dsar

A formal complaint to VM is required first of all (but is unlikely to result in a useful outcome for you)

https://www.virginmedia.com/help/complaints

After that escalate to the ombudsman using the processes and timescales below

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

Topics about 'deal-not-as-described' are very common on here so you are not alone in your experience when dealing with VM.

Gareth_L
Forum Team
Forum Team

Hello cazie6.

Thank you very much for bring the mis selling to our attention on the community.

This is not a good read at all and we would like to offer a helping hand to get everything resolved for you.

So we can take a look at this, If you don't mind, I will need to send you a private message to pass security. 
If you can check your logo at the top right of your screen that would be great. 
Regards     
Gareth_L
 

cazie6
On our wavelength

Thank you, that is very helpful. I will request the dsar now