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Unresolved complaints

Crich1
Joining in

Hi, am after advice please I have been trying to resolve a billing issue since 2nd Jan. I have made countless phone calls and received verbal and written promises none of which have been actioned. I put in a formal complaint and although I received an acknowledgment and a complaint number this has now mysteriously disappeared from the system. I have been promised refunds and adjustments to my bill but none of this has happened and am still being charged each month. Can anyone give me a  contact with some authority who may be able to help me? Many thanks 

1 ACCEPTED SOLUTION

Accepted Solutions

goslow
Alessandro Volta

If you have made a formal complaint to VM, and eight weeks has passed since you complained, you can take your case to arbitration

https://www.ombudsman-services.org/

Your complaint will be assessed by a trained adjudicator. Speak to Ombudsman Services for further advice on your complaint.

You can share your hopeless complaint experience with OFCOM.

They launched an investigation into VM on 13 July 2023 specifically into VM's cancellation and complaints processes.

https://www.ofcom.org.uk/about-ofcom/bulletins/enforcement-bulletin/open-cases/cw_01275

Case ref. no. and an email at the bottom of the above page or submit with same info via the contact form

https://ofcomforms.secure.force.com/formentry/SitesFormCCTMonitoring

Submitting information won't help your individual complaint but it will contribute to the OFCOM investigation and it sounds like your experience is directly relevant to the terms of reference of the investigation.

See where this Helpful Answer was posted

3 REPLIES 3

goslow
Alessandro Volta

If you have made a formal complaint to VM, and eight weeks has passed since you complained, you can take your case to arbitration

https://www.ombudsman-services.org/

Your complaint will be assessed by a trained adjudicator. Speak to Ombudsman Services for further advice on your complaint.

You can share your hopeless complaint experience with OFCOM.

They launched an investigation into VM on 13 July 2023 specifically into VM's cancellation and complaints processes.

https://www.ofcom.org.uk/about-ofcom/bulletins/enforcement-bulletin/open-cases/cw_01275

Case ref. no. and an email at the bottom of the above page or submit with same info via the contact form

https://ofcomforms.secure.force.com/formentry/SitesFormCCTMonitoring

Submitting information won't help your individual complaint but it will contribute to the OFCOM investigation and it sounds like your experience is directly relevant to the terms of reference of the investigation.

Vikki_M
Forum Team
Forum Team

Hi Crich1

 

Thank you for your post and welcome to our community.

 

I am sorry to hear about your recent experience with us. 

 

I will send you a private message so I can look into this further for you.

 

Please look out for the purple envelope in the top right of the page and pop back to me when you can. 

Vikki - Forum Team


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Thank you for this advice. It is most appreciated.