on 26-07-2022 15:19
Given that each VM complaint response states that if they dont hear back within 28 days they will assume the case is resolved and they will close the case; I have always responded promptly. I think I am up to 30 responses so far !!
I am in the process of pulling together all the communications to support what looks like a sure fire CISAS complaint but looking at the quality of their responses, their total failure to grasp the key points that underpin the complaint and their ongoing focus on the VM controlled complaint grouping I am starting to think that the "assigned to a member of our team and they’ll take care of it from
beginning to end" is in actual fact a computer!
I have now raised issues on failure to honour my contract, failure to adhere to the complaints policy, faikure to escalate the complaint, failure to issue a deadlock letter. I have also raised a second complaint about their failure to follow any of the above and their ongoing insitstence that I call them despite the complaints option giving email as a resolution method.
Their solutions, in respect of the first complaint is to give me 30 days notice of contact termination ! I have disputed and the response was I had to pay early termination charges too as I was outside the cancellation window. Today I have a text message offering me an even cheaper package to stay - BUT as far as I am concerned I havent even left.
Their solution in respect of the second complaint is to close it without further comment.
Unbelievable - I really cant see VM surviving for much longer unless their is a step change in service standards. Prices are top end and the service bottom end.
But enough of my moand and groans are complaints handled by a computer or are staff just told to fob customers off using any route or tactic they like - it feels like it has to be one or the other!
on 26-07-2022 15:52
Maybe that's their masterplan.
My last employer was sold, purchased by an american firm who sold off all the separate departments to recoup costs leaving a shell of the former company.
Might see the For Sale going up after they've reaped all the goodies
A horrible business practice indeed
on 26-07-2022 16:04
Hi @ianfromnotts - can I just ask are you sending emails to the resolution team? If so are you getting an email response. I ask because I have sent them a couple of emails over the last 2 days and have received no response. I can't decide if they are slow or if they have moved and not told anyone!
on 26-07-2022 18:09
Hello iamfromnotts,
Thank you for reaching out to us here on the Community.
I am very sorry to hear of your experience when raising a complaint to the team, this is not the level of service we would expect to deliver.
Complaints are handled by our resolutions team who are all human. If you are unsatisfied with the outcome of an investigation, you would need to make the team aware in order to escalate the matter. Once the escalation has been reviewed, our management team will return to you with our final proposal of resolution. If this is not agreed, a deadlock letter will be issued to take the matter to a third party independent adjudicator.
More information on the process can be found here.
Thank you,
on 26-07-2022 21:45
All very well to state official front of house policies but as I have reported to OFGEN, in my opinion, in reality scant to little attention is paid then by some staff.
The initial complaints responses state "Your case will be assigned to a member of our team and they’ll take care of it from
beginning to end"
if this is the case and the following occurs, surely that member of staff should be dismissed for gross incompetence, failing to adhere to company policies and procedures, bringing the company into disrepute?
when complaints about the above service are then closed, as they have been acording to my VM complaints history, without further comment then, I personally, can only conclude these service failings are seen as systemic good practice by VM.
In all honesty I cannot see ADR or the small claim court (in event of early cancellation charges being imposed due to unilateral action by VM due to my ongoing complaints) being defended successfully by VM. In my opinion no reasonable person or court of law could uphold or condone the ongoing failures to address the specific issues within my complaints and I think most would treat comments about VM disconnecting my services, when I have nade it explicity clear that I have not requested nor agreed to this, and the imposition early cancellation fees as bullying harassment and threatening behaviour.
The time, cost and energy, not to mention the adverse publicity, both now and pending; that have arisen from decling to give in gracefully offer an initial apology and agree a resolution are escalating exponentially. 4 weeks to go to ADR without a deadlock letter
on 26-07-2022 21:49
Virgin media complaints are handled by Stevie Wonder and Ray Charles👍
on 26-07-2022 23:15
@ianfromnotts wrote:All very well to state official front of house policies but as I have reported to OFGEN,
I'm afraid OFGEN won't be able to help. They deal with energy.
It's OFCOM that's the regulator for TV, phone, mobile and broadband services. They don't get involved in individual cases, however Ofcom do track the number and type of complaints and can fine companies.
You're going the correct route via VM complaints and either waiting 8 weeks for a hopefully successful resolution (or deadlock letter if that comes sooner) and then going to CISAS
on 26-07-2022 23:25
on 27-07-2022 08:38
Thank you for your reply Ianfromnotts.
I am sorry for what sounds like an upsetting and frustrating complaints journey, this is not the level of service we expect to deliver.
To be able to comment further, I will need to have access to the log of events which will mean accessing your account. To enable me to do this, I will just need to take some details via private message which I will pop over to the purple envelope on the top right of this page now.
Thank you,