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.
Complaints being closed without resolution.
I've had several complaints open about a (now 6 month ongoing!) issue with broadband intermittency for many hours a day. After finally getting it through that it's not a Wi-Fi issue, that the engineers who have visited have confirmed it's an issue at VM's end, and that the issue is indeed still happening I'll get an email stating: "We have an update for you on how your complaint is progressing with us. We’ve tried to contact you to discuss in more detail, but we were unable to reach you. We didn’t want to delay things, so we’ve gone ahead and offered a proposed resolution. We’ve looked into it and here’s what we found: Thank you for your response. Here’s a summary of the complaint outcome and what we propose as a resolution: Upon reviewing your account, we see that our team tried contacting you but couldn't get through to you. We have now prioritized this, please expect a call to help you with the technical issues you have been facing in the next 24 to 48 hours time. Take care!." This clearly states that someone attempted to contact me - they did not as I have 0 missed calls, 0 unread text messages and 0 emails from them to the contact details against the complaint. It also states that my issue has been prioritized, and that someone will call within the next 24-48h. This also doesn't happen, so I reply to the email asking why someone didn't call, only for the same process to repeat. After a few back and forths all with the same outcome, someone has now closed my case as a duplicate. This is gaming the system to close the case and prevent my follow-up emails from re-opening the case and therefore protecting their precious SLA numbers. Why am I being lied to repeatedly? Surely this is a breach of contract? Additionally - when I last checked my open complaints in the My Virgin Media area of your website - someone else's contact details are logged along with another complaint that I didn't raise! What can I do? I appear to be totally out of options other than taking formal legal action.
