I've wasted 2 hours yesterday and 3 hours today dealing with incompetent staff and an unfit ordering system.
The order number is VM4430652377 and I have been told that it is UP TO ME to contact whoever the previous customer was (no idea who) and have me print out a transfer form, get the mystery account holder to sign it and then send it back to Virgin.
I've no idea who the previous account holder was or is, I have no way of finding out who it is, and virgin refuse to provide any further information.
How can there be so much incompetence and failure to take any ownership or resolve be happening so early in the customer flow?
The email specifically tells me to contact Virgin if I have trouble doing your job for you, yet every contact attempt results in me being told I can't be helped without an account number, which of course Virgin hasn't provided yet because you refuse to process the order.
"Hi there,
Thanks for getting in touch with the Virgin Media team about getting our services at your home. It's great to hear you'd like to join us!
We've taken a look at your order and noticed that there’s already a Virgin Media account at the address you gave us – in someone else's name.
But don't worry, just ask the account holder to call us on 150 from your Virgin Media phone or mobile or 0345 454 1111 from any other phone. They simply need to ask us to transfer their account to your name.
We’ll send out transfer of responsibility forms to the account holder. Once we’ve got them back, we’ll arrange for the account to be put into your name. Unfortunately, we can’t tell you who the account holder is (due to data protection rules). But if you’re having problems tracking them down, get in touch and we’ll try and contact them for you."
Are there any competent staff at Virgin who would be prepared to do their job and resolve your internal system conflict such that I can set up this contact value of over £1000? without wasting any further of my time?
