Virgin Media Issues, is there a rep on here?

Savvybunny2009

Having massive problems with Virgin Media regarding an old account which they believe to be in default but was cleared via a debt collection agency.

The debt was cleared in full but Virgin Media for whatever reason did not update their records. Upon phoning them to correct this error they refuse to speak to the debt collection agency as it is our responsibilty to contact them. Considering that they are reluctant to beleive it has been paid, us speaking to them to confirm this and then relaying it to Virgin Media is a pointless excercise, but unfortunately the call centre staff are incompetant. After asking to be put through to a manager they refused and said they would put us on hold indefinitely.

As their call centre is as use as a chocolate fireguard is there anyone we could contact that has the capability of sorting out this simple query?

Answers on a postcard.

gats

VirginMedia should get an award for having the crappiest communication within a company, they keep billing me for a service that was never connected ... it would have helpif I could have speak sometime to a "native" English speaker ...

macman

If the debt has been sold on to a DCA then VM would have no further interest in it?

Savvybunny2009

You would think not Macman, but we are moving house and as a result need a new connection. We have been told there is no line for BT (and to be frank BT are worse than VM in my opinion for customer service) but there is a line (cable I assume) that can use VM meaning no installation fee.

Unfortunately, when trying to arrange the reconnection for the new address this issue has been raised, and they wont be able to reconnect the line at the new house with the debt on the system.

I guess the answer is to use a company who isn't useless, but that really is beside the point. We cannot figure out what we can do to get the paid debt taken off their system. The staff member my husband spoke to seemed more interested in getting him off the line than dealing with the issue. On top of that if it is recorded as a current debt then it wont have been updated on my husbands credit report which is another issue.

I can only conclude the issue arises from a communication issue between the debt collection company and VM, and given the attitude received from VM and the complete contrast from the debt collection company I would put my money on VM.

Phones4Chris

Try OFCOM, explain what VM said. They should have no right to treat people like that :mad:

poet123

I can PM you the name/email address of a staff member close to the CEO who dealt with a query I had if that would be any use to you?

Buzby

Don;t be sidelined by OFCOM - they are not a consumer organisation and will do nothing useful. VM probably did sell of the debt, so in your shoes, I'd chase the DCA and ask why do VM still think you haven't paid? Did they misappropriate the money you sent? This may be all you need to get them yo confirm to VM the payment was received, but irrespective of this, be prepared to be asked for a sizeable deposit for the first year.

I do agree though - if there's a VM connection, the last place you want to be is with BT, with even more layers of incompetance.

macman

Send VM proof of your payment of the debt to the DCA, and ask them to clear your record?

Savvybunny2009

The issue we are currently facing is the debt collection company have archived the account as it was paid in full back in 2007. The need the client number from Virgin Media to access the account record. Virgin Media gave us the account number (which is not the same thing) and have no idea what the client number is so they keep telling us to call the debt collection agency who cant deal with it without the client reference number.

They initially said that the maximum connection fee is £25 and thereafter £30 package deal broadband and channels and calls etc. so we weren't concerned about high initial fees.

Ideally we need to speak to someone within the company who can actually help so poet if you have the contact details of someone who may be able to we would be very grateful.

Although the way this is dragging we may have to go with the post office deal to get a free line installation and go from there.

DVardysShadow

Ultimately this is a question of false data. So there is an avenue with the Information Commissioner.

Phones4Chris

As I said in a previous post, try speaking to OFCOM. It is quite possible they will contact someone senior enough in VM who can deal with your problem and call you back. They did that for me when I hit a brick wall with one Telco a couple of years ago.