terrible service

2 Topics

VM and O2 ignoring identity fraud
So looking for some advice on how to proceed. Sorry, this is a little wordy. 30th June, got a random text saying my upgrade is on the way, click link to track - no number/id, assumed it was spam. Then got another text from VM saying equipment will arrive via courier. Checked VM account and new package was listed as being bought 30th June. I didn't call or go online to make any such order. Had a tortuous WA chat with the VM guy constantly saying I ordered, me saying I did not, it must be a mistake their end or fraud. Eventually all he would advise was to refuse the package which will cancel the order, “if I’ve changed my mind” which I hadn't since I never made the order - something he refused to aknowledge. He said he would cancel the upgrade and it would be processed in 10 mins. 10 min later, my internet went off. Back on WA for an hour, eventually got it turned on under the original contract. Checked my bank account, and strangely there’s a £5 DD for O2 - I’m not with O2. Call them and they can’t check since I have no account, email, number or reference. Guy suggests cancelling the DD which I do, and to call VM as the sim was likely bundled with an upgrade… Back to VM - they say they can’t deal with O2 contracts, wouldn’t listen to the reasons, go back to them. O2 say without any reference they can’t do anything, and it’s VM. Just going in circles. Raise a complaint with VM. I get an email back saying regarding my complaint about ‘long call wait times’ (?!), apologising, banging on about their investments in staff and infrastructure, and promising to try harder. I raise another complaint, saying I suspect my account has been compromised somehow, or they auto-upgraded me. Can they look into it? No, all they can confirm is I made the order - I asked them to prove that, call logs, text, WA chat, they just ignored it. Then I get a email saying we need to return the equipment I refused. Complain again, and VM replies that they cannot see an upgrade order on my account and so they consider the matter to be resolved!??! During the complaint they claimed they had a record of me calling on 30th of June but I sent them call records showing I didn’t and asked for their record, and they just ignored that and claimed it was now resolved. Today I get a disconnection letter from O2 for a sim I don’t have, saying if I don’t pay the contract I didn't take out, they will sell the debit to a recovery firm! Call O2, since now I magically have an account number and the guy will not understand/accept the situation, keeps asking me to check my O2 phone and email for bill/reference/code to proceed, just will not listen or get what the issue is even when I point out the letter address is right street, wrong number (postie recognised my name) Eventually, by crying and yelling, get him to agree to escalate it to the Fraud Team. I've heard nothing from them. I did get a call in March asking about an upgrade, but I hung up mid-way through the pitch when they got my name wrong, assuming it was a spam call. Not sure how or why a spammer would upgrade my account unless it was to get a e-sim and use it until I cancelled somehow, or they’re some dodgy 3rd-party-seller connected to VM? Or the call was legit and they upgraded me out of spite for hanging up? So my worry/question is, how do I get VM to accept or acknowledge it’s either fraudulent or some weird up-selling they did, and what can I say to the fraud team if they call to ensure this goes away and I don’t get Can’t Pay We’ll Take It Away turning up at my door/ruining my credit rating? I’ve already threatened to go to the Ombudsman and Ofcom, and planned to before I got this letter informing me I debt collection firm will come looking for the £5 DD I never took out. Thanks for any thoughts. The complaint emails back and forth are like arguing with a child, every point I argue they ignore and just rephrase the response.
Solved
NJWBtn
5 months ago Place Managing Your Account - Cable
6.3KViews
3likes
23Comments
£50 charge for 'Tune Up'
I have just noticed an extra £50 charge on my monthly bill for Virgin Media 'Tune Up'. I have never heard of this service nor have I requested anything extra that would warrant this bill. Google search reveals nothing other than one other user who has complained about this false charge. Virgin's team told me it was a music service that I have signed up to which is an outrageous lie. I'm a 21-year-old tech-savvy student, so I'd know if I signed up for a music service, especially when I already use spotify. I complained and they're sending an engineer out, and if somehow the engineer believes I did sign up to it, not only will I have to pay the £50 charge but also a £25 engineer fee. Knowing Virgin, they'll probably lie and say I did sign up to it. I refuse to pay my next bill unless this charge is removed. After my contract ends, I will run as far away from Virgin as possible, it is a rotten company from top to bottom.
Heskikaya66
2 years ago Place Managing Your Account - Cable
825Views
0likes
4Comments