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Refund problem..
chrcha1
Posts: 2 Newbie
I'm having a real problem reclaiming a credit for my broadband account from virgin.
In it's simplest form, the story is:
I was a virgin (ex telewest) broadband customer for years, so when I decided to move house in September last year I thought I could simply take the account with me.
However as I was moving into a non-cabled area they insisted I had to open a new account and any credit on the old account would be issued by cheque.
No problems, I signed up again in the new place, all connected, sorted.
After 30 days no cheque arrived for my credit on my old account, so I called and they told me it was issued to my old address even though they knew I had moved.
No problem again, I gave them my new address and had to wait another 30 days for a cheque re issue.
Fast forward to today.
I have given virgin my new address at least 6! times.
Cheques are still sent to the old address - how can this keep getting this wrong?
I may have finally found a resolve today, the customer service guy was very helpful and said he will call in about 2 weeks to check if i have received the 9th or so cheque!
To me, this is completely unacceptable, especially as I have had to spend I would estimate about 3 hours on the phone (0870, 0845) numbers to resolve this.
What position am I in to reclaim the money spent on phone calls and my general time (Ive heard you can charge the hourly rate you would get with your job)?
Many thanks
In it's simplest form, the story is:
I was a virgin (ex telewest) broadband customer for years, so when I decided to move house in September last year I thought I could simply take the account with me.
However as I was moving into a non-cabled area they insisted I had to open a new account and any credit on the old account would be issued by cheque.
No problems, I signed up again in the new place, all connected, sorted.
After 30 days no cheque arrived for my credit on my old account, so I called and they told me it was issued to my old address even though they knew I had moved.
No problem again, I gave them my new address and had to wait another 30 days for a cheque re issue.
Fast forward to today.
I have given virgin my new address at least 6! times.
Cheques are still sent to the old address - how can this keep getting this wrong?
I may have finally found a resolve today, the customer service guy was very helpful and said he will call in about 2 weeks to check if i have received the 9th or so cheque!
To me, this is completely unacceptable, especially as I have had to spend I would estimate about 3 hours on the phone (0870, 0845) numbers to resolve this.
What position am I in to reclaim the money spent on phone calls and my general time (Ive heard you can charge the hourly rate you would get with your job)?
Many thanks
0
Comments
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can anyone help?
Thanks0
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