Menu
Reply
Ursvamp85
  • 4
  • 0
  • 0
Joining in
382 Views
Message 1 of 8
Flag for a moderator

Complaint COM104070729

Ref Twitter discussion. 

0 Kudos
Ursvamp85
  • 4
  • 0
  • 0
Joining in
363 Views
Message 2 of 8
Flag for a moderator

Re: Complaint COM104070729

A quick timeline of events, copy & pasted from my personal log.

28/05/20 @ approx 13:43
Spoke to Georgeea in Retentions, in response to VM wanting to double monthly payment.
Agreed: Upgrade to V6+ box as old one slow
200mb upgrade immediately
£37pm for 12 months
Confirmation e-mail in 24 to 48 hours

Received package from VM 29/05. TiVo box not V6+ box. No confirmation e-mail.
Contacted webchat: Monalisha
Could not help, advised complaint raised COM104070729


Now calling for update 12/06 @ approx 11:40
Name: Savannah : 12:05
Advised complaint closed??? Why? Complaints manager could not reach me, tried landline! Use mob: <number removed>. Manager will call within 24 hours.

NO CALL BACK

17/06/2020 @ 12:10
12:29 - transferred to Customer Specialist Team
On hold... 12:37, line rang - cut off!

Called back @ 12:38
12:55 - transferred to Customer Specialist Team
13:01 - Name: Neil. Said I had wrong department, transferred me again.
13:15 - told Cust Rel Team should not have transferred me, so will try and transfer me back to them.
13:20 on hold.
13:30 Line rang 2/3 times then cut off again!

0 Kudos
Ursvamp85
  • 4
  • 0
  • 0
Joining in
351 Views
Message 3 of 8
Flag for a moderator

Re: Complaint COM104070729

As a suggestion, and as I mentioned to other VM agents previously, this could be EASILY resolved by pulling the call recording from 28th May which will show I'm not lying about the agreement that was made. It's absolutely incredible that this has rumbled on for so long..

0 Kudos
John_GS
  • 8.76K
  • 477
  • 774
Forum Team
Forum Team
346 Views
Message 4 of 8
Flag for a moderator

Re: Complaint COM104070729

Hi Ursvamp85

 

Thanks for posting. I am sorry to hear of this dispute and I'm happy to look into this for you. We don't listen to calls for complaint resolutions but we'll see what we can offer as a resolution of the complaint

 

I'll PM you now as we'll be discussing the account

 

Kind regards

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

0 Kudos
Ursvamp85
  • 4
  • 0
  • 0
Joining in
333 Views
Message 5 of 8
Flag for a moderator

Re: Complaint COM104070729

Thanks John, I have replied to your message.

That sounds silly not to listen to the original call, as it'd quickly resolve the issue. I'll be content if you can honour the original offer that was agreed with Retentions on 28th May. If your own process does not allow checking of call recordings, I can obtain a copy of the recording myself via a Subject Access Request if it helps (though I'm hoping that won't be necessary as it'll drag things out further).

0 Kudos
John_GS
  • 8.76K
  • 477
  • 774
Forum Team
Forum Team
306 Views
Message 6 of 8
Flag for a moderator

Re: Complaint COM104070729

Thanks for joining me on PM Ursvamp85,

 

Just to update the thread, the complaint was sorted out 🙂

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

Steven_mckinlay
  • 30
  • 0
  • 0
On our wavelength
269 Views
Message 7 of 8
Flag for a moderator

Re: Complaint COM104070729

Glad you see the craziness of virgin not listening to calls.

I'm having a problem with virgin also. 

 

I recommend having a nosey at my posts

0 Kudos
Steven_mckinlay
  • 30
  • 0
  • 0
On our wavelength
267 Views
Message 8 of 8
Flag for a moderator

Re: Complaint COM104070729

Also how did you get a complaint ref number? I made a complaint and I've been given no number, Infact I've heard nothing about my complaint other than from this forum, john_gs aka 'there will be no further compensation given, or in my case, no further money returned that's owed to me or channels that was meant to be part of my package in first place'

Speechless to say the least

0 Kudos