At home, we are in a network signal "not spot". Initially Virgin Mobile Customer services reduced our monthly payments in recognition of not providing a full service, for 6 months, with an agreement that on review, the discount would be re-activated if there was no change.
After 6 months, the full monthly payments resumed. Customer Service ignored my messages for some 15 months, before advising that as my complaint was over 8 weeks, unresolved, I could invoke CISAS appeal. My appeal was accepted - the Adjudicator's determination found in my favour, but went without any action whatsoever by Virgin for 6 months.
Recently, I received an apology from the Claims Department "for the service you have received... We look forward to providing you with an improved service in the future".
I replied, using the email address on the apology, copied to the email address for the Executive Team used over the past 2 years. In response I received a cryptic message
"Just following up on our chat on 24/04/2021 where we agreed on a resolution to your complaint.
Here’s a recap on your complaint:
Mobile > Faults > I have no signal
And here’s what we agreed:
Resolution |
Apology to customer |
We’ve now closed your complaint. Thank you for being so patient with us.
Kind regards,
The Virgin Media team"
No call was received from Virgin Mobile. The "discussion" and agreement is a complete fiction.
Since then, each and every message I have sent to previously used email addresses has been returned, undelivered.
In addition to not providing an acceptable efficient service, Virgin Mobile appears to add mendacity to their assets. What easier way to resolve outstanding complaints by fabricating a phone call discussion can there be?
