What would you do? (Virgin Media)

[Ladyin_blue]

i took your advice on getting everything in writting. so i decided to e mail. this is what i've written so far. is it ok?

 

 

I made a formal complaint against sony on the 17th of june after which i got a phone call from a Paul Hutchinson who works in your customer care department. He 'strongly' advised me to send my phone back for inspection and reassured me that if i was not happy with the outcome i would have my phone sent back to me for free. That was the last i heard from Mr Hutchinson even after leaving messages for him to get in touch with me.

 

I received a letter in the post with a quot of 14.40GBP for my phone to be returned to me. I am very upset as i would of never sent my phone back had i not been reassured by Mr Hutchinson that it would be returned to me for free and i am shocked by the engineer report of water damage as my phone has NEVER fallen into any liquid. The only problem i had with my phone was it was not charging and the screen was cracked.

 

From when i first sent my phone on the 2nd of june I have a printed recipt that states 'cost of repair paid' 14.40 GBP even though it returned to me still broken plus a broken back cover which was not broken before i had sent my phone and an enganeer report that does not state water damage on it.

 

 

I am appalled by Sony's lack of professionalism, poor customer service and misleading information. If i am told my phone is repaired i expect it to be repaired and if i'm reassured it will be sent back to me for free i expect to have my phone with me hassle free. could all further contact be made by e mail please and not by phone.

[rebel11]

Hi Ladyin_blue

 

That's fine, they need to respond.

[Ladyin_blue]

Evening.

 

This is the email i got 3 days ago

 

 

 

Thank you for your email regarding your complaint.

 

 

Firstly please allow me to introduce myself, my name is Megan, and I work in the Chief Executive Office on behalf of our CEO and Executive Directors at Virgin Media. My role is to ensure the appropriate resolution is reached for any complaints they receive.

 

 

I have assigned your case to one of our specialist complaint agents who will assume full accountability to ensure your complaint is resolved quickly and to your satisfaction. They will be in touch within the next 24 hours.

 

 

Whilst we do aim to resolve all issues as quickly as possible and usually within 5 days, the agent dealing with your case may be required to investigate your issue further. If you’d like to speak to us while we are handling your complaint then please don’t hesitate to call us on 0800 052 1569 quoting your reference number provided at the top of this email.

 

 

I would like to take this opportunity to say how sorry I am you have had cause to complain, however I can assure you we will do our utmost to resolve this to your satisfaction.

 

 

Yours sincerely,

 

 

Megan Miller |CEO Case Manager, Virgin Media

 

----------------

This was my reply

 

Hello Megan

 

Thank you for your reply. Ive asked before can all contact be made through e mail as I no longer have trust in anything said over the phone. Virgin media has had 6 weeks to resolve this issue and has failed to do so.. Continuing proof of poor customer service. Could you please provide me with a deadlock letter.

 

---------

 

they have been trying to call me but i have not been picking up.

 

 

 

sony replied with this 2 days ago

 

Thank you for your recent email.

 

I am sorry to hear of the issues you are experiencing with your Sony mobile phone

 

Unfortunately your complaint has reached the wrong department.

 

However, I have escalated your complaint to the appropriate department to best address your issues.

 

They will contact you to resolve your complaint.

 

 

---

 

i have yet to hear anything from them

[Ladyin_blue]

Good afternoon

 

This is what i got in the post.

 

---

 

Thank you for your e mail we received on 29th july 2014 about the new contract which was applied onto your Virgin media account in june 2014; i'm sorry your not happy.

 

I appreciate you've had to take a lot of your own time to pursue this matter and i understand it must have been a shock for you to receive a contract letter in the post when this was not advised. i would like to apologise for any inconvenience which may have been caused and the length of time it has taken to resolve your concerns.

 

I would have loved to speak with you but i appreciate you requested for a written response. As the account password was not provided on your email, due to the data protection act i was unable to respond via email.

 

I've today arranged for the letter to be sent with confirmation of your account password. you should receive this within the next 7 days.

 

I understand from reading your email, you are not happy with the previous response from Jabu Ndlovu which was sent on 17 june and you would therefore like a deadlock letter.

 

I must apologise that you have had cause to write and complain further about the contract term and you would therefore like a deadlock letter from Virgin Media. After reading your email i can understand how this impacted you personally.

 

I would like to thank you for infroming us that the sales Agent you spoke to on 3rd june 2014 did not advise you on the contract term. We will now ensure feedback reaches the agents manager and our internal processes will be followed.

 

Although the notes at the point of sale indicate that the contract was advised and a contract letter confirming the new agreement was sent out the following day, i've today removed the contract term from your account.

 

With this in mind, you will not be charged any contract termination fees should you wish to disconnect your account. in line with our terms and conditions, we will still require 30 days notice if you do decide to disconnect any Virgin Media service.

 

Although not our usual policy, I've today completed the free broadband upgrade which is dua to be actioned towards the end of 2014. you will now receive up to 50Mb free of charge with immediate effect.

 

Yout current standard service charge is #29.99 for the following services:

 

TV M. tivo 500GB set top box, Broadband L50 (50Mb) and Telephone M (talk weekends)

 

Based on a loyalty discount you're receiving, you are currently paying 6.00 GBP less than the standard service charge. The discount is due to expire on the 2nd December 2015.

 

I'm sorry that you're thinking of leaving Virgin Media however; i do hope i have been able to help to fully detail my findings and fully address the concerns raised in your correcpondonce so a deadlock letter is not required.

 

 

----

[Ladyin_blue]

Hes failed to address the contract i was signed up to in december which the agent failed to inform me i was A entering a contract and B the price quoted is only for the first 3 months.

[rebel11]

Hi Ladyin_blue

 

What do you think?

[Ladyin_blue]

How is this for a reply

 

--

 

I would of replied to Jamie Leach but he did not leave an email address for me to reply too. Mr Leach did not do his research on the situation very well. These are the bases of my complaint;

 

A. I was signed up for a contact in December that the agent failed to inform me it was a contract and the price he quoted was only for the first 3 months. Had i known at the time what i know now i would of never accepted it . Fortunate for me the agent called while i was in a car and he was on the car speaker. I have 2 people that can testify to what was said.

 

B. On the 3rd of June when i called to change my account to what it currently is the customer service person, David, enlightened me of what i was signed up to in December and upon finding that out i asked for my account to be left AS IT WAS for i intended to complain yet he still went ahead and made changes. Further more he was very rude and smug.

 

C. I made further calls in the coming day and informed every agent i spoke to that i WAS NOT HAPPY AND DID NOT CONSENT to the changes David made and yet NONE OF THEM did anything about it.

 

Mr Leach said he could not respond by email due to the data protection act because i have not provided my password in the emails. I think that's nonsense and more attempts at wasting time, if it was the case why was i not asked from the start, why am i finding this out now in a letter addressed to my home. Why couldn't he of sent me and email, i would of happily provided my password.

 

It has been 8 weeks, the time it is taking to resolve this problem is appalling. The fact that i would not receive a reply for weeks and i have to chase after it is unacceptable. The fact i have been refused to be compensated after the way i am being treated shows that virgin Media does not care about its loyal customers. Had i known the truth in December i would of never agreed to a “free Tivo box” and you would not of taken from me the amount that has been taken every month since. I feel robbed and betrayed and the ones doing so are hiding behind a desk.

 

I would like a written apology on behalf of virgin Media accepting all faults and to be compensated for being signed up to 2 contracts, the first without full knowledge and the second without my permission, for the horrendous customer service and for the time it is taking for this problem to be resolved. If you do not agree to this can you provide me with a deadlock letter.

 

 

----

[Ladyin_blue]

Hi Rebel.

 

I've received no reply. Is there anything else i can do?

[rebel11]

Give them a bit more time.

 

Hi Rebel.

 

I've received no reply. Is there anything else i can do?

[Ladyin_blue]

more than 2 weeks?

[Ladyin_blue]

i can wait, its just i like being prepared for whats to come and i've never been in a situation like this. I've always been the one who rolled over and paid any sum was said.

[Bluesbot]

keep it up ladyin_blue - hope you get back what you deserve !!!

[Ladyin_blue]

Thank you Bluesbot X

 

well...4 weeks, no reply. I just called asking how i can get a copy of the call recordings and i was told i cannot get a copy of the recordings but a transcript. Whos to say they wont tamper with the transcripts?

[Ladyin_blue]

Rebel what else can I do? I cant secretly record them to prove it as I read I wont be allowed to use it in court. I could go ahead and ask for the transcripts and pray to god they dont tamper with it. At the moment its my word agenst theirs.

[king12345]

Good afternoon

 

 

 

This is what i got in the post.

 

 

 

---

 

 

 

Thank you for your e mail we received on 29th july 2014 about the new contract which was applied onto your Virgin media account in june 2014; i'm sorry your not happy.

 

 

 

I appreciate you've had to take a lot of your own time to pursue this matter and i understand it must have been a shock for you to receive a contract letter in the post when this was not advised. i would like to apologise for any inconvenience which may have been caused and the length of time it has taken to resolve your concerns.

 

 

 

I would have loved to speak with you but i appreciate you requested for a written response. As the account password was not provided on your email, due to the data protection act i was unable to respond via email.

 

 

 

I've today arranged for the letter to be sent with confirmation of your account password. you should receive this within the next 7 days.

 

 

 

I understand from reading your email, you are not happy with the previous response from Jabu Ndlovu which was sent on 17 june and you would therefore like a deadlock letter.

 

 

 

I must apologise that you have had cause to write and complain further about the contract term and you would therefore like a deadlock letter from Virgin Media. After reading your email i can understand how this impacted you personally.

 

 

 

I would like to thank you for infroming us that the sales Agent you spoke to on 3rd june 2014 did not advise you on the contract term. We will now ensure feedback reaches the agents manager and our internal processes will be followed.

 

 

 

Although the notes at the point of sale indicate that the contract was advised and a contract letter confirming the new agreement was sent out the following day, i've today removed the contract term from your account.

 

 

 

With this in mind, you will not be charged any contract termination fees should you wish to disconnect your account. in line with our terms and conditions, we will still require 30 days notice if you do decide to disconnect any Virgin Media service.

 

 

 

Although not our usual policy, I've today completed the free broadband upgrade which is dua to be actioned towards the end of 2014. you will now receive up to 50Mb free of charge with immediate effect.

 

 

 

Yout current standard service charge is #29.99 for the following services:

 

 

 

TV M. tivo 500GB set top box, Broadband L50 (50Mb) and Telephone M (talk weekends)

 

 

 

Based on a loyalty discount you're receiving, you are currently paying 6.00 GBP less than the standard service charge. The discount is due to expire on the 2nd December 2015.

 

 

 

I'm sorry that you're thinking of leaving Virgin Media however; i do hope i have been able to help to fully detail my findings and fully address the concerns raised in your correcpondonce so a deadlock letter is not required.

 

 

 

 

 

----

 

They're giving you the option to terminate your contract without any extra fees.

Take this from an ex VM customer: Run away as quickly as possible!

If you don't, they will keep on overcharging you relentlessly.

Also after you pay your last bill, cancel the dd and instruct the bank in writing that they're not authorised to release any money to VM.

You've been warned!