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ChrisClaret
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Re: Unanswered complaint

Another unanswered complaint here. VM owed me 171GBP for 7 months. Almost impossible to get a response and when you do, they don't do what they say and you have to start again. 9 months after leaving them, today I get a bill saying there's £40 outstanding. Never ever again. 

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Andrew-G
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Message 2 of 11
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Re: Unanswered complaint

Your quickest resolution will be if the forum staff pick this up and get it resolved pronto, and I'll flag this for their attention.  If you made a formal complaint (with a reference number) more than eight weeks ago, you also have the option to escalate to the industry arbitration scheme, CISAS.  Using CISAS is free, and gets your complaint impartially reviewed, but can take around six weeks, and requires you to set out your case, and provide as much detail as you can on the background, previous contacts with VM, including any specific circumstances or poor service (eg rudeness, broken promises, long call waits etc) .  In either case I'd also be asking for compensation for the hassle, over and above any money they owe you.  

Also check your credit history.  If after many months VM are claiming they are owed £40, that's possibly been marked on your credit history as a defaulted payment under a credit agreement.  If that's the case and VM in fact owe you money, then as part of the settlement VM need to wipe that off the credit history.

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Zak_M
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Message 3 of 11
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Re: Unanswered complaint

Good morning @ChrisClaret 

 

Welcome to the forums and thank you for taking the time to post. 

 

I am sorry to hear that you have had some issues with your complaint being resolved. 

 

Are you able to let me know when you raised the complaint? 

 

Kind regards.

Zak_M

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ChrisClaret
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Message 4 of 11
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Re: Unanswered complaint

Thanks for the response. I'm away from home at the moment so don't want you to think I'm blanking you....will give you approximate dates of complaints - one in writing and one sent via email. Basically, I left Virgin in Nov 2020. Several final bi;ls stating I was in credit 171GBP. Several promises to send me a cheque, numerous hours on web chat, finally received cheque June 2021. And then yesterday, another bill for £40. Please help!🤯😉👍

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ChrisClaret
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Re: Unanswered complaint

Ok. I don't really have a leg to stand on here. When Virgin refunded my 171GBP, I stupidly [🤦🏼‍♂️] thought that was the end of the matter and got rid of the dozens and dozens of screenshots of my web chats with them. All I have is the cheque, signifying closure of my account. I haven't a clue what this latest bill is for. Honestly, to fight this would take many, many hours but to just pay it [the email has quite a worrying 'failure to pay' tone] wouldn't necessarily mean an end to it all. What's to stop them continually billing me? I will never, ever deal with these again.

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Travis_M
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Re: Unanswered complaint

I see, i'm going to private message you now to have a look further into this. Please keep an eye on your inbox.

 

Regards

Travis_M
Forum Team



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ChrisClaret
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Message 7 of 11
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Re: Unanswered complaint

Thanks. Would-be grateful for any pointers on this one. Feel like I need to fight this one....

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John_GS
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Message 8 of 11
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Re: Unanswered complaint

Apologies, Chris.

 

I do believe a PM was supposed to be sent. 

 

I'll send it now to help further 🙂

 

Best,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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ChrisClaret
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Message 9 of 11
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Re: Unanswered complaint

How do I pick up a PM, please?

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John_GS
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Message 10 of 11
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Re: Unanswered complaint

Look out for the purple envelope in the top right hand side. 

 

Kind regards,

John_GS
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Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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