clarmrrsn
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Re: 3 complaints in a row Completely Ignored by VM.
I had an email from the "resolutions team" who said that they were contacting me after the issues with complaints not being handled correctly. At first I thought yes, eventually someone is actually taking this seriously enough to contact me. Then I read the email. But the email has taken the issue absolutely nowhere, they said they have tried to call me, yet again no phone call has been received by me, I have had no missed calls. They also said that the complaint contained no information??? Well sorry but if you had actually called me like you were supposed to the information would be obtained from your customer who has raised the complaint. Sorry but this.is getting absolutely ridiculous now, as they have just done exactly the same as the other 3 complaints. Can someone please tell me how you get a complaint to be handled in any manner by virgin except closing it off? This pattern is becoming very frustrating82Views0likes1Comment3 complaints in a row Completely Ignored by VM.
Hello Sorry to say this is my second negative post in a few days on here, and it's regarding the complaints process....again. I called again yesterday and spoke to a wonderful lady called Hayley, who has arranged another deal for me, and while I am not exactly happy with the price increase forced on my by VM, her service was really top class, as well as a thumbs up to the forum staff on here, who are always helpful. However, the complaint process in VM is still shockingly bad, even worse than the other poor service I have received, at least they occasionaly call you back. 18 months ago I had 2 complaints in a row ignored (The second was to complain about the first being closed with no contact ) the "Manager" at the time sent an email saying "Thanks so much for the chat on 17/07/2023. We’re very happy to be able to resolve things for you" I then had to lodge another complaint about this, which was handled exactly the same. I came onto the forum here an eventually got the problem solved. Now this morning I have had exactly the same experience again, I lodged a complaint after being told 5 times that the price quoted during contract renegotiation included the o2 SIM. This morning I have had exactly the same default email response, with no attempt to phone me (I am home this morning waiting for the call) "Thanks so much for the chat on 12/01/2025. We’re very happy to be able to resolve things for you. Here’s a quick recap Your complaint was: Cable -> Customer Experience -> Staff Conduct And here’s what we agreed: Package -> Extra info on package and product" 3 complaints in a row completely ignored by VM Management, it seems they just do this as default, close the complaint and nuts to the customer. What's the point in a complaints process that goes absolutely no where???? Leave the customer with a dead end, with the only option to call back and go through the same nonsense again, or take it to the ombudsman. I was told when I logged it that the manager should try and call 3 times, this has never happened....not once!!!310Views1like6CommentsRe: Contract re-negotiation Issues -- AGAIN!
Hi Daniel, Thank you for the reply. Unfortunately not having any luck with this, spoke with another chap this afternoon who agreed that the behaviour of the previous person I dealt to was completely unacceptable, however he was not willing to do anything about it. After 45 minutes was just repeatedly telling me what a great deal it was (Not sure I agree as my contract price has been increased by £30 a month) Don't suppose there is anything that you could do to assist with this? I have raised a complaint, and waiting for a manager to call me regarding the matter but I am not holding my breath going on recent events. Anything you could do to assist would be greatly appreciated. Best Regards148Views0likes2CommentsContract re-negotiation Issues -- AGAIN!
Hello, I have just spent an hour on the phone to Customer Relations trying to re-negotiate my contract After an hour of saying I was not willing to pay any more than I was just now the person I spoke to eventually came back with a deal of £90 a month for everything excactly the same as I have at the moment, including the 02 unlimited SIM. Which was within £5 of what I am paying just now, so I agreed On sending the contract documents over we got disconnected, and he did not call back as he said he would if we got disconnected, The package price he has sent over does not include the 02 sim card, and so is vastly more expensive than we agreed, Really angry at this as I asked him 5 times very clearly if this included the 02 sim price, and asked him to confirm there was no additional charges to 02. It also appears that the price does not include Netflix Premium as I also asked him to also confirm Why is it like this every time with Virgin Media, I had to come onto the forum the last time (18 Months ago) for almost exactly the same issue, Can one of the Forum team please assist me with this as cant face another hour on the phone for Virgin to get it wrong again. PLEASE HELP!272Views0likes5Comments