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Beckyball77
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How to escalate a complaint?

Hi,

I am most dissatisfied with the lack of customer service from virgin mobile! I ordered a new device as part of an 3arly upgrade on Monday 4th August. I was told to look out for the e signature email to complete the order...this never arrived so I called customer care the next day to be told I had to wait for the "back office" to call me as it is a high end phone! ( this back office I am learning is a mystical place!" So I wait & no phone call so after 24 hours, I call back, I was allegedly passed to the "back office", to a rude, disinterested agent! Ive since found out you can't be transferred to the back office so was clearly lied to! Anyway, this has carried on, I was told at 17.25 yesterday that I would definitely be getting a call back today between 9am & 11am, no phone cal by 11.30am so I called yet again. The agent has submitted yet another request form for a call back!

How do I get to speak to a senior person who I can make a formal complaint to?

I'm so annoyed & am seriously thinking about leaving Virgin for good!!!!

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Forum Team
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Re: How to escalate a complaint?

So we can check this further. You can click the link https://virg.in/smwc and a technical specialist will further assist you. To set your expectation, they're open Monday-Friday 8am-8pm and Saturday-Sunday 9am-6pm. ^GT

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