Virgin Media Community

[Magoo222]

Hi all,

Just wondering if anyone has had to deal with the complaints team recently, and what the current timescale is for them to get in touch?  I've raised a complaint through the normal customer services channels and received a copy of the recording of the call I'm disputing, but that was about a week ago and I've not heard anything since.

[John_GS]

Hi Magoo222

Thanks for posting.

Have you received any letters from us since posting at all? The copy of the call recording is a DSAR and separate to a complaint

Kind regards,

[Magoo222]

Hi John,

Thanks for getting back to me, sorry for the delay in replying.

I haven't had any letters from you (although I get bills!)  All I've had are e-mails.  Rough timeline so far:

June 12th - Raised complaint and requested recording

July 6th - E-mail about DSAR stating it was received on June 25th

July 15th - Recording of the wrong call received

July 20th - Rang again and raised another complaint to get the correct recording

July 22nd - E-mail about DSAR stating it was received on July 20th

July 23rd - Correct recording received

Since then I've heard nothing.

[John_GS]

Thanks for coming back to me. 

Can you advise what the complaint is about as from the timeline given, the complaint raised was to get a call recording. That's two seperate things and not linked. A DSAR (data subject access request) is seperate to any complaint

Kind regards,

[Magoo222]

Hi John,

In that case I'm a bit confused, as I was told that the only way to get access to a recording was to raise a complaint?  By lucky coincidence the first call I was sent was of the call where I was told this by the CS team, and that the complaints team would listen to the recording and contact me to resolve it.

Regarding the complaint - I originally called in March to pause Sky Sports when everything was put on hold, but during that call I was "upgraded" to a new 12 month contract without being told.  It's also a worse contract than the one I was on (I've lost HD sport), and costs ~£30 a month more now that sport has resumed.

[Magoo222]

Sorry - I should add - Thanks for the help so far!

[John_GS]

Regarding account packages it's not something we deal with here, so you'd need to speak to the team with this on 150 // 0345 454 1111 options 1 and 4. 

The complaint shouldn't have been raised for a call recording so I will feed it back as it's a DSAR process to follow for this. 

Kind regards,