I have just had a fourth (possibly fifth) complaint raised to Virgin. Here is a timeline of events:
1) Service has been useless all along. The boosters provided rarely worked and both sets broke. I later raised as a point of contention that these were part of the contract and when I returned them (in itself made incredibly difficult by Virgin), they refused to reduce the monthly charges despite them clearly being a part of the agreed package. I actually had to buy another router and use the useless Virgin hub as a modem to get anything like the speeds advertised.
2) I received a letter early in the year stating my price would increase by approximately £3. I phoned up and was offered via automated message a much smaller increase, but I raised a complaint because I wanted it to remain the same or else I had the right to leave Virgin.
3) I waited patiently for a reply to my complaint, but it turns out Virgin just closed it without informing me or taking any action!
4) I opened a new complaint and it was agreed my bill would not increase. In return, I would not leave Virgin and see out my contract.
5) I noticed on my bill last month that the price had been increased by over £6 - approximately double the amount of the original increase which they had agreed wouldn't happen!
6) I raised yet ANOTHER complaint, only to receive an e-mail stating that I had been notified my bill would increase and that I had no reason to complain.
7) I have just spent an hour on the phone explaining all of this and got nowhere. The person I spoke to has opened ANOTHER case, because their team manager Karol Abramowicz REFUSED to speak with me and deal with the problem. I explained all of the above and that it was a breach of contract, because it had been agreed there would be no price increase, yet Mr. Abramowicz refused to take charge of the situation and put things right.
I am now considering what my legal options are for dealing with this, as I already missed out on countless good deals with other businesses and Virgin are trying to charge me nearly £7 more than the agreed contract rate. In addition, they REFUSE to deal with the problem. I was given a phone number for Tom Mockridge, who apparently is Karol's manager, but it turns out that was just a generic number for sales anyway. I simply cannot believe a business is being run in this way and the REFUSAL for managers to deal with the issue is absolutely breathtaking. It is absolutely shameful.
