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Vulnerable customer complaint

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.

Direct message me for account details

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Re: Vulnerable customer complaint

Hello tdwdotnet

Thank you very much for bringing this matter to my attention 

I would be more than happy to get all this resolved for your Mother 

Plus it saves you having to explain it all again to our complaints Team 

If you check your purple envelope top right of your screen that would be great 

Gareth_L

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Re: Vulnerable customer complaint

Thanks for those details tdwdotnet

I will have a look at the account and get back to you in the next 24 hours 

From what you have described, This will not be an issue at all to fix 

Gareth_L

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Re: Vulnerable customer complaint

Hi tdwdotnet

Hope your well 

I have had a look at your Mums account and have replied by Private Message 

Gareth_L

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Re: Vulnerable customer complaint

Gareth, thank you for a speedy response and very appropriate resolution.  😊😊