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.
