GDPR request not carried out. What's the next step?
Long story short, I was having an issue with VM billing, somehow, they cancelled my direct debit with no warning (it wasn't the bank as I did check) and this of course lead to some demanding letters and emails. When I was on live chat I was logged in on my virgin media account email, and I was sure to use my virgin media account details. My account information shows my email, and it was the same email i created my package with when we signed up. The staff on the phone can see this information. For some reason they had to send me a link, and the link went through to my own personal email. I questioned them straight away, as they had no access to this data how did they get information I hadnt given them permission to use. I wasn't able to be passed through to a "manager" (typical) The customer service representative bareface lied to me over chat stating my email address he sent the email out to was the one which was in my account. Which it wasn't I was literally looking at my account details screen as he was lying to me. I have never given VM my own personal email address, and the previous time we had an account it was my partners details. I requested under GDPR the "right to be forgotten". Normally compliance is they send you a letter outlining the request and then carry out the data removal, I also requested a transcript of the chat, as convieniently the chat window didnt seem to be operating normally and the button was greyed out. My conversation was on 13th June 2025 I am still waiting for my GDPR letter and confirmation of the right to be forgotten. I am also still waiting for an answer as to why VM stopped my direct debits with no permission, and when the bank have stated there was no reason why the DD should be removed, especially without my permission. I was promised a hard copy within 30 days, of the transcript from chat - still waiting. Lots of promises here, and no resolve. What's the next step? Virgin media, fantastic product. S**t customer services, do yourself a favour and stop employing overseas representatives. or, at least stop them from lying.
GDPR Breach
Over a week ago I noticed when I signed in to Ny Virgin Media App it welcomed me with a different name and said "the fun starts soon" as apparently I was waiting to be set up (I have been a customer since October 2022). On further investigation of the personal details on the account it had someone else's mobile phone number and postcode, although it is my email address. On phoning the absolutely woeful Virgin support I was told by thr initial handler that this was my email provider's issue and I should call them (I.e. Gmail!!) to resolve it. The handler clearly had no idea what GDPR was or seemed to care, it was only when I pushed that I got a supervisor. She half heartedly agreed there was an issue and she'd raise a ticket. It's plainly obvious when looking at my account number, and thr individual now showing in my apps account number that a typo has happened somewhere has they differ by one digit. However Virgin have done absolutely nothing about this, it's still showing me someone else's personal details, there's been no attempt to resolve it and my emails to the Data Protection Officer email have gone unanswered. I've raised a complaint with the Information Commissioner’s Office. The shocking lack of interest and care is horrifying. Virgin Media are beaking the law and not only couldn't care less, aren't bothered about actually resolving it. Can someone at Virgin please let me know how to escalate this?Data Subject Access Request Form Broken
I’m looking for some help. I'm trying to submit a DSAR but every time I click submit on the form it fails. I’ve changed various aspects of my answers to see if it will help but to no avail. I’ve also tried it on various different browsers and my mobile, again no luck. Thanks in advance 🙂 I’ve tried the live chat and they were useless and I can’t seem to get anyone to speak to when I call up.
