Unwarranted charges and complaint closed with lie.

[chrisqueensbury]

Like many people I  trying to save money especially as I retire at the end of the month. I checked my contract online and saw that the contact ends on the 20th. This is from my contract download this month 

So I asked online for my contract to be reduced after this:

Note that I mention my termination date and there is no contradiction or mention of charges, so imagine how surprised I was to see a termination fee added.

I complained and they tried to say that it didn't end until February.

One of the assistants even encouraged me to commit fraud by saying I would be moving within 30-60 days even though I had just said that I wouldn't:

Eventually after being passed between departments it was escalated to a complaint. However today Virgin Media lied yet again, sending an email saying "Thanks so much for the chat on 16/10/2022. We’re very happy to be able to resolve things for you."

This is despite them not having any chat with me today or indeed contacting me since it was escalated to a complaint.

Checking on line it still shows the previous change as Apr 2021

 this is absolutely abysmal service with behaviour bordering on the criminal.

[chrisqueensbury]

Forgot to add the email I got

 

[Andrew-G]

1) Easy option, wait for the forum staff, they can probably sort this out, since it is all black and white.  VM should also offer a goodwill settlement for the appalling service, but don't expect much - the company are misers, and you'd likely get a better settlement under option 2.

2) A more involved option is to reply to that "resolution" communication from VM and ask for a deadlock letter.  With the deadlock letter you escalate the matter to CISAS, asking for the contract to be put right, and for compensation for (a) the poor customer service, repeated failures to put things right, and (b) the poor complaint handling.  I'd judge that the two elements rank as two serious failings, and I'd ask for £240 by way of settlement, plus the agreed contract terms and refund of the termination fee you've been charged.

3) Regardless of whether you choose to let the forum staff deal with this, or take the matter to adjudication, it is important you should also complain to Ofcom, and do it today.  They won't get involved in your complaint so keep it short and pointed, but Ofcom monitor VM's performance on complaints and service standards, and by complaining you're helping add to the evidence that will hopefully result in a proper regulatory investigation.

[chrisqueensbury]

Thanks,

I will complain to Ofcom today

[Adri_G]

Hey chrisqueensbury, thanks for posting on our help forum.

We're sorry to see the confusion and issues caused with regards to your package and charges recently.
Also, sorry to hear of this experience and conflicting info received.

Could you please advise if you have a copy of the contract that expires on 20/11/22 at hand?
We'd love to help further with this as well as your complaint, please expect my PM soon so I can have a look for you.

Check the top-right corner of our forum and you should see a purple envelope. 
Click this and you'll see my message.

[Adri_G]

I've replied to your message now, chrisqueensbury. Thanks 🙂 ^AG