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Recorded Phone call

On our wavelength


I complained to Virgin regarding a problem I have and they are not sorting it. The complaints department listened back on the call and admitted there at fault.

I have now taken it to the Ombudsman so I need to forward the call to them. I said I have request the call using the Data Subject Access Request.

Virgin replied today saying the call is not available or has been deleted.

They definitely have the call from December 2022 as Virgin complaints have listened to it. They also can't delete it for 180 days.

What can I do to get it and are they allowed to withhold it as it proves their mistake?





Forum Team
Forum Team

HI Laney1111, 

Thank you for your post and welcome to our forums 🙂 
I am sorry to hear you have not heard anything. I can look further into this for you. I will pop you over a PM and we can go from there.

Keep an eye out for the purple envelope 🙂


Forum Team
Forum Team

Thank you for messaging with me Laney1111, 

I am sorry we could not assist further with this.