Virgin media keep upgrading my mother’s package?

[brettbrtsk]

My mother is just about to turn 90 this month, for some reason her package keeps getting upgraded to watch movies and Asian tv, both are not things she requires.

ive been back and forward with your staff and unfortunately it still keeps happening.

my mother has early stages of dementia and I’ve told virgin this but yet it still keeps happening.

im at the stage where I’ll just say sod it and go somewhere else and hopefully people will be more helpful and understanding of my mother’s condition.

i can’t believe that this keeps happening after my numerous phone calls to virgin.

please explain to me what measures you have in place to deal with these situations so that it doesn’t happen any more or are you just interested in ripping an 90 year old pensioner off?

I await your response with interest.

thanks

brett

[Cardiffman282 · Accepted solution]

This sounds disgraceful Brett but sadly unsurprising as far as Virgin Media’s offshore customer services are concerned. 

I would put in a subject access request for all inbound and outbound contact with your mother going back as far as is available in the first instance to determine exactly what has happened here (but I think we can all hazard a guess).https://www.virginmedia.com/help/dsar-faq

I would then follow the formal complaints procedure with a view to escalating to the Ombudsman https://www.virginmedia.com/help/complaints

Do please update your thread with any developments. 

[brettbrtsk]

Thanks for your helpful response, it’s not just the money side of it buts also the stress that it causes to my mother. Dementia is bad enough but it also causes my mother to get upset.

[Cardiffman282]

I can imagine and would also suggest disabling all marketing contact from Virgin Media https://www.virginmedia.com/my-virgin-media/account-settings/preferences

There is also information on power of attorney at https://www.virginmedia.com/help/accessibility?_gl=1*1yuwb03*_ga*MTI2NzExODMyOC4xNjg1MTY4OTU5*_ga_7N.....

[brettbrtsk]

No response from virgin themselves just shows that they don’t give a damn

[Cardiffman282]

In fairness the forum team generally takes a day or two to respond on here. If they offer a facilitated complaint I would accept the offer. 

[japitts]

See also https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Additional-services-added-without-c... 

This assumes that neither your mother nor any PoA-holder/third party has requested these services added.

[Gareth_L]

Hello brettbrtsk.

Thanks for your post.

We're very sorry to hear about your mothers health condition. This must be a very worrying and stressful time for you all.

Regarding the package upgrades, we would like to step in and investigate why this is happening and ensure it doesn't happen again.

With the account not being in your name, we will need to pass security over a private message and take it from there.

If you can check the logo top right of your screen that would be great. 
Regards     
Gareth_L
 

[brettbrtsk]

Still waiting for a response?

started a conversation but no reply since yesterday