VMus3r
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Re: Virgin media keep resolving complaints without any agreement or discussion from me
Hi Martyn, Thanks for your link but that only shows the complaint number no detail of what the complaint is (see attached). The complaint below is one Conor from the "Retentions Tier 2" raised and resolved (with my consent) to document his action today which hopefully will resolve my issue. He suggested it as a way to confirm to me what action he has agreed so he fully expected me to be able to see it. I have had 3 complaints (C-0306251469, C-0406254741, C-020625734) raised but all have been resolved without any agreement from me. I have never been able to see the content. My complaint is that Virgin Media did not correctly process the One Touch Switch (OTS) order requested 21st March, actioned 16th May and have billed me and taken payment for all of May, all of June and I have just received a bill for all of July (at a higher rate). Even though they confirmed my return of the modem on 22nd May so clearlyknew they were not providingany service. I have been in contact since 30th May hence the complaints but am getting nowhere. Unless Connor has indeed successfully finally cancelled my contract. 🤞 I have been told this due to happen tomorrow at least 3 times. [MOD EDIT: Image removed]Re: Virgin media keep resolving complaints without any agreement or discussion from me
[MOD EDIT: Image removed] Thank you. That link just shows the complaint number but no detail. See attached. This latest one was raised (and immediately resolved with my agreement) by someone in Retentions tier 2 team to document that he would cancel my account and backdate it to the one touch switch (OTS) date (16th May) when I switched. So he was obviously expecting me to be able to see the content. I asked for some way of confirmation - I have been having webchats/phone calls/ emails since 30th May trying to sort this out. The 3 complaints raised (C-0306251469, C-0406254741, C-020625734) got marked as resolved without anyone agreement from me. I could never see the detail of the complaint. He said I should get an automatic final bill shown by Mon at the latest. My complaint is that I have been billed as if the OTS didn't take place on 16th May, even though my new provider Vodafone say they can see Virgin's confirmation of actioning the request. Plus VM confirmed on 22nd May that I'd sent back the router. So instead of a final bill for May, I have been charged for all of May, all of June and just received a bill (due on 21st July) for all of July at the huge new contract rate.Re: Cancellation problems
My complaint is that Virgin Media did not correctly process the One Touch Switch (OTS) order requested 21st March, actioned 16th May and have billed me and taken payment for all of May, all of June and I have just received a bill for all of July (at a higher rate). Even though they confirmed my return of the modem on 22nd May. I have been in contact since 30th May hence the complaints but am getting nowhere. I had an email on 7th June stating that my contract would be cancelled on 8th June but I had an email about a July bill today! My complaint (C-0306251469) appears to have been resolved without any agreement with me (and the contract still not been cancelled). My email with questions has not been answered. In addition other complaints (C-0306251469, C-0406254741) were also resolved without any agreement from me. I have rang up today and spoke to Conor in the "Retentions Tier 2" team (once again be told the account will be cancelled tomorrow) but do not have much faith since this will be the 4th occasion I've been told this. He asked him to send me confirmation of that and he said the only way to do that was to raise and resolve a complaint. Which he did but I still can't see any detail on the complaint so don't have confirmation that the account will be cancelled.Virgin media keep resolving complaints without any agreement or discussion from me
I have had trouble with VM not cancelling my service with them. Each complaint I raise gets marked as resolved by them without any discussion with me. Plus I cannot see any information about the complaint. Please help!Re: One Touch Switch Nightmare
This is their complaint team: resolutionsteam@virginmedia.co.uk This is executive team: executiveteam@ virginmedia.co.uk This is ceo of virgin media: [MOD EDIT: Staff email address removed] I've copied them in on all emails trying to sort similar issue to yours, I had to raise a complaint. To be honest it hasn't really helped although last email I had said they would finally cancelled my account. 🎉🤞 (It was supposed to happen on the 16th May when I switched to my new provider and obviously paying them). I have been told about 5 times that it would happen today or tomorrow so 🤞 really hoping now. I think it's a business decision to get more money from everyone that leaves because most people lose the will to live and give up dealing with VM webchats or phone calls. I think you have to get a "deadlock letter" before you can take it to the ombudsman. Good luck but fobbing people off seems to be something VM excel at.
