Hi
I need some help regarding contacting Virgin Media regarding a complaint I raised with customer support in December last year and which I thought a resolution to have been agreed, but since then has failed.
A brief history of this issue is that I had a contract with VM from the start of 2021 and I made change to this (cut the TV part and increased internet speed) in the middle of last year. In November last year I moved house and my next bill was increased from the agreed discounted rate, to the normal rate for the package.
I raised this issue in December and the Resolutions Team eventually fixed this issue, by arranging a rolling credit to be applied to my account each month, until the end of my contract.
Yesterday I found out that althought the credit seemed to have been applied for the 1st month after the issue was reported, for next month's bill the credit has not been applied. I sent a reply to my last email from the Resolutions Team, informing them of this and asking them to rectifiy this issue. The reply I received was less than useful (see excerpt from this below).
"As per records, it is evident that we have promised to apply a rolling credit of 17.00 GBP until your contract ends. However, I see that the credit has not been applied yet. To help you resolve this, I request you to contact our customer care team on the below mentioned number so that they will help in applying the credit accordingly. Kindly use this link https://www.virginmedia.com/help/live-chat to chat with our team. You can also choose to have a look at our website at www.virginmedia.com/help for more information."
This email was not useful because (as is well known on this forum) the "live-chat" link they provided, actually provides zero information on how to actually contact VM. It doesn't even contain the customer services phone number.
So I've been told by the Resolutions Team that as the the resolution that they agreed with me has failed, but I have to contact another part VM's customer service team to get that failure fixed, and have provided no actual information on how to do that.
I don't want to call the customer services number, as the wait times on there can be extremely long and it was arranging a new package by phone that started the problem that I now have in the first place.
If someone from VM can take a look at this, my complaint ref. number is C-200223333
I'd like to stay with Virgin for my internet package, as that side of things has worked really well, but the runaround I'm getting from the Resolutions Team is making me want to leave at the earliest opportunity.
Thanks.
Ivan
