Bit the bullet and called (even though it will cost me) as I was looking for a copy of a web chat I had on Thursday.
On Thursday morning after the web chat I called and was told that a different department deals with that and a request would be made to have it emailed over. I was told it can take between 24-48 hours. No problem that's a reasonable time scale.
No email today so called again (more time and money wasted) to be told it's actually 5 to 10 working days.
First of all, why was I told 24 to 48 hours to begin with when this clearly doesn't apply to my issue?? And secondly what a waste of my time and money.
Whilst on the phone I confirmed my contract end date and will no be renewing. Shame as I have been with Virgin since 2009, but the customer service is on a downward spiral.