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Unresolved complaint and failure to fulfil contract

Tuning in

I made a complaint on the 25th January about the fact I'd accepted an email offer to renew my contract from Virgin and although I'd downloaded the pre-contract info, and confirmed, I hadn't had an email confirmation and it wasn't appearing on my account. I'd tried ringing customer services and using the chat function and they couldn't help (in fact were very unhelpful).

I was contacted by a member of customer service about the complaint who said she could see the contract was pending and not to worry, it would come into force on the day my old contract was up. Guess what... she emailed me on the 6th February (the day the contract was up) and said there had been a problem and it hadn't been actioned. She said she'd check it out and get back to me. Two weeks later, crickets...

In the meantime, I've been charged a massive out of contract monthly price.

I tried submitting a second complaint about and Virgin have closed it without even speaking to me.

So what's going on? At this point, I'm so disgusted with the service.



Tuning in

Speak to OFCOM and make a formal complaint

Forum Team
Forum Team

Hi cshev22,

Thank you for your post. We're sorry to hear about your upgrade not going ahead. 

I am happy to take a look into this. I will private message you so I can look into this.