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GODHELPYOU
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COMPLAINT

DEAR MARK DAVIDSON, WE AS A HOUSEHOLD have as of 12th March 2018 cancelled/ stopped/ ended all of our six mobile phone contracts with Virgin Mobile because of extremely atrocious and unsatisfactory customer service from several Virgin customer service staff in the call centres situated abroad. This is NOT the first time we have had to endure horrendous service and insulting behaviour from your Virgin staff.  Every time we have taken out a new contract or tried to change something or enquire about something we have had to run a gauntlet of hurdles from obstructive and demeaning members of staff from your call centres who refuse or obstruct in helping/ assisting , including putting down the phone, changing or deliberately misreading our account passwords and refusing to give details of their name, location, staff i.d. numbers, and failed manager call backs. They will readily be prepared to cancel our contracts than rather help sort out the query or issue. SO WE DID JUST THAT - we cancelled ALL our mobile phone contracts, paying upfront fees on two of them to terminate the contracts early just to get away from Virgin Mobile. Your staff made us very upset and angry, repeatedly on different occasions, as you kept putting phones down or transferring us or no helping whatsoever because they fail to understand what to do. We initially  complained to TOM MOCKRIDGE via email on 14th August 2017, following several bereavements in the family that added to the stress Virgin Mobile was causing our family at the time. RASESH replied on behalf of TOM MOCKRIDGE and a colleague followed up to resolve matters, though only partially, as he did not obviously address the Virgin Mobile side of the complaint. WE have now encountered very similar problems this March 2018 with rude and inefficient service, including deliberate misleading, misrepresentation and falsification of information provided, leading to a complete breakdown of trust and confidence in VMobile. Accordingly , we had had enough of this injury to insult and decided to cancel ALL and EVERY mobile phone contract we held with you prior to 12/03/2018.  WE are to send a copy of this text which is posted to Virgin Media Community once again to the CEO office for their attention and consideration. WE will also post on your FACEBOOK pages and other Virgin Mobile social media accounts (not to mention the ombudsmen) to let everyone know THE REAL VIRGIN MOBILE experience that ordinary families like ours have to endure and tolerate time after time after time. PLEASE KINDLY can someone from senior management at Virgin muster the courage and decency and try to HELP and see what went wrong and what in the world of poor service made us cancel all the contracts as of immediate effect. GODHELPYOU is waiting for this help to materialise and so will everyone watching the social media accounts and from within the Virgin Media Community Forum. It seems distinctively apparent that NO ONE CARES, a statistical reminder of a corporate world gone crazy and lazy. Yours sincerely, Mr & Mrs A V 

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Superuser
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Re: COMPLAINT

Hi GODHELPYOU,

 

I understand that you are frustrated but please don't create multiple/duplicate posts throughout the forum.

See the House Rules.

One of the Forum Team may respond given time but creating further posts won't make it happen any quicker.

 

AlexKid :-)

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Forum Team
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Re: COMPLAINT

Hi there, thank you for your post.

 

I'm sorry to hear that this is the level of service you have had with your team. It is certainly not what we would expect to hear of.

 

Are you able to send a private message with the complaint reference number so  I can take a look into this for you?

 

Nathan B

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