on 06-09-2024 11:52
I took out a TV package for an extra £5.50 per month but couldn't connect the equipment when it arrived. I called VM in the first 7 days of the 14 day cooling off period to cancel which they said they would action.- but didn't.
I then sent their form via tracked post to confirm the upgrade should be cancelled 'as though it never existed' according to their T&Cs. This was signed for (carrier has proof) but never actioned.
After multiple calls the only action i had was to take out a complaint on 2 August, one month after the colling off period expired and I tried to resolve directly with them.
After a series of insulting and ludicrous responses from the complaints team, they refuse to put my contract back in the position I am entitled because and I quote 'their team didn't action the request and now it can't be'.
It's impossible to call the complaints team back - the number and options they quote in correspondence is incorrect. I've asked for my preferred communication to be email - but yet they continue to occasionally call when I'm working and can't answer, and then try and close my complaint afterwards. When I do speak with them, I feel as though they are offshore and do not understand my complaint or the resolution I need. They are lovely people, but not trained or skilled sufficiently to deal with their customers' needs.
This is without doubt the worst customer services I have received from a company - and from a Group and Founder I've admired for so long. Not any more.
I called another team today where the individual was lovely, but unable to help. I'm stuck on the wrong package, out of pocket and the continued stress of trying to resolve this.
The only action left is to contact the Ombudsman and what a shame for Virgin Media to allow it to get to this stage. A complete failure on your part VM.
on 06-09-2024 14:19
Hi T_Bones,
Thanks for posting and welcome to our community 😊
Sorry to hear there's been some confusion over your cancellation. So I can take a closer look at your complaint, I've popped you over a private message to get a few more details.
Alex_Rm
on 06-09-2024 17:48
I'm starting to get fed up with the standard "sorry there's been some confusion" line!!
There has been no confusion, just a corrupt incompetant company ripping off it's customers.
on 06-09-2024 17:53
"This is without doubt the worst customer services I have received from a company - and from a Group and Founder I've admired for so long."
Virgin Media Ltd is actually owned by Liberty Global Ltd, a British-Dutch-American multinational telecommunications company domiciled in Bermuda. The "Virgin" bit is a licensed branding fig leaf.
on 09-09-2024 15:44
I have replied to you Alex, and to clarify from my perspective that there has been confusion. Just a flagrant disregard by VM towards your own Terms and Conditions and complete incompetence to act upon my requests, in accordance with your T&Cs. Followed by absolute confusion and incompetence by your Complaints Team.
I look forward to hearing from you via the private message and please post the outcome in this open forum also.
on 09-09-2024 15:55
Thanks - this is really helpful. Have just submitted the SAR so I can get help from the Ombudsman more easily.
on 09-09-2024 18:16
You might want to tip Ofcom off too here https://community.virginmedia.com/t5/Community-Natter/Breaking-OFCOM-investigating-VM-over-difficult...