I have been trying to leave VM broadband since June 2022 as my bill was going to go from £21 to £47. Fast forward to today and I am still with VM and they are happily taking £47 from me.
Never experienced such terrible service from Virgin Media or any other company before.
You speak to the chat, they say to speak to the phone team, phone team suggest making a complaint, problem with the complaint, so speak to phone team, who suggest talking to the chat....Now time to talk to forum team...
Timeline of events:
1. Tried giving my notice on the 27th June via the phone but on hold for over an hour, automated message suggests to use the WhatsApp chat. So I go through the chat, pass security and give my 30 days notice.
2. Hear nothing for a month, I call back on the 21st July and was told they don't have my 30 days notice from the chat. I was told to send a copy of the chat via email to a manager which I did. I was told if I provided evidence of me giving 30 days they would 'backdate' my notice and refund me any money after that date.
3. Hear nothing for a month, I call back on the 15th August, the assistant didn't know what was going on, asked it I wanted to complain, which I did. He made the complaint for me, I added the details and waited for a response.
4. Hear nothing for a month, I call back on 31st August and ask what is going on? I'm paying £47 now, why am I still being charged? The assistant effectively said I can't leave until the complaint is resolved....
5.Hear nothing, it's been more than 28 days and the complaint hasn't been looked at. So on the 14th September I make a new complaint, complaining about the 1st complaint (madness??)...
6. On the 18th September I receive an email from Virgin Media (is it finally over??) It states "Thanks so much for the chat on 18/09/2022. We’re very happy to be able to resolve..."
...What chat? Apparently they gave me product 'information' and I was happy. The whole resolution and chat was a lie, it never happened. Oh and the 2nd complaint I made? Just closed down without any reason or response.
7. On the 18th September, I contacted the phone team and raised this false response to my complaint, completely goes against your code of practice.... A new complaint was raised and 'escalated' to a manager.... 30 mins later the assistant just hangs up...
8. On the 21st September 2022, I contacted the phone team again, after the 1st assistant hung up, the 2nd one said there was no manager to help but I could join a 18 month contract for £27 I wanted...
Frustrated I thought why not give the WhatsApp chat a go... Passed from Toni to Vicky to Pavan and Lilli... I don't know if I was talking to a bot, the same person but just as before no conclusion.
Now it is time for the forum team... Can you help me?
All I would like is my original 30 days notice to be honoured, leave your service and all extra charges since then to be returned.
Find out why my complaint was falsely closed down?