My elderly mother is getting on and easily confused and not well off. She is a loyal customer but can't grasp the difference between WiFi, TV service and broadband and really struggles talking to support.
After a recent support issue where she was sent a WiFi booster kit for a TiVo which had line of sight to her hub, and also a contract change which she thought was cheaper but wasn't. I talked to virgin support about her problems and asked that she was flagged as a vulnerable customer -and also that these changes were reversed. Simple I thought. But today she received a letter thanking her for making changes and detailing a new 12 month contract and increased monthly charge.
How to I contact complaints directly so that someone can take ownership of the problem and get her flagged as vulnerable , and reverse this 2nd set of changes.
Virgin made a big deal recently about looking after vulnerable customers and she really needs the help.