Issues with this account and billing has been ongoing since early march.
- Spoke to agent last thursday, they confirmed there was an error in my account setup. They escalated with manager and would call me back with an approach to resolve later that day or Friday 20th.
- No contact so called 4:45 Friday 20th and on hold for 30+ minutes and call then died. I didn't continue to try further as the agent advised they were working until 5:30 each day
- I received an email stating contract changes had been made by me and attached a 12 month contract morning of Monday 23rd
- Called back Monday 23rd and after 6 attempts managed to get connected to agent who reconfirmed details and was escalating again for a call back from outbound team yesterday / today. it was advised that there was a 14 day cooling off period based on a service which I hadnt subscribed to which was due to expire 24/03 so would certainly be in touch.
- No call by 4pm today so I have called (now 4th time i have been on the line trying to speak to someone) due to failure of the team to contact me once again. Each call i am disconnected at 38 minutes and a number of seconds (its not coincidence and clearly a call handling setting within the contact platform).
I believe you can understand my frustration and concern around the actions of virgin media customer services. I understand the business is under extreme pressure but the ongoing failures to resolve my issues has been over an extended number of weeks.
