Have raised several complaints about incorrect billing on my account. When I renewed my contract it was the usual battle to get the correct package and cost. After being misled several times (this was compensated for separately) l eventually agree a package and price but was promised a further discount would be applied the following month for the remainder of the contract. I had to wait as the agent needed fresh allowances?? This was not applied and I now cannot get any satisfaction from the complaints team. Can anyone suggest how I can escalate this further.
The VM complaints process is quite clear (and explained here, amongst a few other places ). If you have an open complaint that is not resolved to your satisfaction after 8 weeks (or sooner if VM issue a deadlock letter, then you have the right to escalate it to CISAS independent arbitration.
Alternatively, the forum team are often able to resolve things that have otherwise got stuck, although caveated that they don't usually get involved in package change issues so this may depend on the exact nature of your issue.
The second option is likely to be quicker & cheaper all-round, whilst retaining option 1 as necessary. If you stick around here, staff usually pick up posts in a fairly short timescale.
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