Non refund

[Taniahilliard]

Has anyone else had a problem getting the refunds that they are owed from virgin? I’m a new customer and my installation and package was and is still messed and whenever I call such bad customer service no calls back! 

[FedUpCustomer6]

yes i've had untold grief. 

VM initially offered me a refund for lack of service for an extended period of time, then VM denied making the offer when i asked where is the refund.

Then i went to OFCOM who told me the refund offered was in any case in breech of OFCOM rules and should be more. Upon informing VM they then offered to comply with the minimum OFCOM rule on not suppling service but refused to compensate me for months of grief, no service whilst still paying in full

My case is now being dealt with by CISAS

I suggest anyone with a VM complaint speak to OFCOM, register you complaint - takes 5 minutes.

VM really should be massively fined for their highly dubious practices. Disgraceful company.

VM are very deceitful and incredibly frustrating to deal with. 

[Nathan_B · Accepted solution]

Hi there @Taniahilliard, welcome to our forum and thanks for your post.

I'm sorry to see that you have had issues with your services being installed and being owed a refund that hasn't been given. 

So we can assist further would you mind expanding on what has been going on please?

Regards

Nathan

[Taniahilliard]

So Virgin we’re installing to my area so I signed up for £100 promotional credit on to my account as I had pre registered my interest on the 4/1/2022 I have the email to prove my initial installation date was 18/4/2022 was then informed that there was “access issues” to my property (they went to the wrong address coincidentally the address they went to was my best friends who they would of had to drive past mine to get to and from the main road) was told it would be 22/5/2022 I called to check was told no now the someone would be out on the 23/05/2022 but they would send me a free Wi-Fi dongle this never arrived so called again on the 23/5/2022 was told because the dongle never arrived my account will be credited with another £50 and also told to wait in until 10pm for installation no one arrived So 5/4/2022 finally installed but not full package that I ordered Netflix wasn’t included in my package nor was the multiroom (still don’t have either of these) and didn’t have the kids package that I had also ordered now I’m being told I’m not entitled to the automatic refund of around £90 the days that I waited in 3 in total that’s around another £75 that should of gone on to my account along with the £150 from pre-installation on my bill totalling to around £316 now you have restricted my services and telling me that I owe £208 but I have to pay this before my account will be credited!

[Taniahilliard]

Sounds like they do this a lot I’ve contacted CIAS they are willing to take my case on if not resolved by the 1st July I too have never received such bad customer care or service in my life the amount of times I’ve called them to be hung up on and told repeatedly (even heard someone in the background telling the call handler to just hang up) that someone will call me back (no one ever calls back) quick enough to claim I owe them money and restrict my services but not quick enough to sort the problem their end I hope you get to resolve your issues soon but seems like they don’t like to sort out their complaints  

[Carley_S]

Hi Taniahilliard

Thank you for taking the time to detail your concerns. I'm sorry that you've had a poor experience with our services. This is very disappointing to hear, and I can assure you that this isn't the level of service that we want to provide. Please join me on private message so I can locate your account and pass account security so I can look into your complaint for you. You can see your private messages at the top of the page, in the envelope icon.