Forum Discussion

Cunbobs's avatar
Cunbobs
Joining in
5 months ago

Regulators don't care - what to do?

There used to be a time when a complaint affected a company.  These days, regulators just ignore the fact that companies like Virgin are **bleep** people through unclear, confusing or hidden costs and t&cs that they have written so long, they know nobody will ever read.

I have put in a DSAR every month since January this year, and I am yet to receive anything.  I have called to chase it, and I'm told it's being dealt with by numerous different teams.  The people I get through to don't seem to even know what this request is and struggle to understand English.  When I put a complaint in, I get fobbed off with the industry's timescales which Virgin max out to the very end...and then exceed...so they're in breach of the regulators timeframes but nothing happens.

I have issues with Virgin constantly changing my bill (on a monthly basis).  I only have broadband with them.  I am trying to get to the bottom of why it's changing but the drones on the end of the phone don't know and escalate it to more idiots who have no idea.  The complaint team doesn't know and just email me to say they've closed the complaint and for me to rate them?!  I rate them, but nothing obviously happens with that.  What is this joke?  

Can someone please explain to me why my bill changes on a monthly basis and where I can go to visit Lutz's family?

Thank you.

  • Cardiffman282's avatar
    Cardiffman282
    Trouble shooter
    5 months ago

    Re DSARs complain to the ICO

    Re complaints consider escalating to the Ombudsman. Complaints procedure is below. 

    You might get some help from the VM Forum Team. 

     

  • Kath_P's avatar
    Kath_P
    Forum Team
    5 months ago

    Hi Cunbobs, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you've been having some issues getting help regarding your billing, complaints and DSAR's. 

    We can certainly look into things to see what's happened but in order to do that I will need to confirm some information with you to pass security. 

    I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

    Thanks,