I have been complaining now since the 24th June 2020 regarding being overcharged for a WFI booster, phone calls e-mails, have sent letters to complaints dept, arbitrator and Richard Branson him- self. No action taken by Virgin. Its like talking to a brick wall, nobody listens. they are quite happy taking your money but don`t deal with complaints. my next step is to write to Raw Deal in the Sunday Post.
You are really stuck in the Virgin Media hole, they dont read complaints, I think they must use a computer to pick up key words and then send automatic replies. I had to go to CISAS and even then it doesn't look like they actually read my complaints, but because it is an outside resolution system Virgin Media can't ignore you. I wish I had gone to CISAS last June but I gave Virgin Media the benefit of doubt because of COVID-19. My advice is document everything, screen shots to prove everything. Apply to CISAS to see if you have a case, it feels like a lot of hassle but compared to complaining to the brick wall that is Virgin Media it is straight forward and resolution is fast.