Virgin not honouring offers

Elcon

Hi everyone,

Just seeing if anyone else has has had any similar problems, I recently moved into a new flat and decided to take out Virgin Media. On the phone I spoke to a guy called Carl and he told us we would get free for 3 months (apart from line rental), Spotify Premium for 6 months, free installation and a free £50 Amazon voucher. However, he said that instead of the voucher we could have £50 credited to our account and off our bill instead - he even worked out all the maths and told us when our first bill would be and it's amount - so we chose to go with that.

Since then we have been charged the normal amount for our first bill, and have not been given the promised £50 credit. Virgin are saying that they know nothing about this offer and keep passing me from person to person and then telling me they will call me back and not bothering to do so. I'm really annoyed at how terrible their customer service is and was just wondering if anyone has any advice on what I should do? Although it's only £50 I don't see how they can offer a customer something as an incentive to sign up and then tell them later that they don't know what they're talking about!

bod1467

The call should have been recorded. Raise a formal complaint (via their complaints process), and include the date and approximate time of the call in it. They should be able to pull the call and review what was agreed.

Elcon

Cheers pal, I've already raised a compaint over the phone but I don't think they take them seriously. I've e-mailed their CEO Neil Berkett and told him the problem so I will see what happens with that, like I said it's only £50 but their customer service has been so bad I'm determined for them to honour the deal now!

macman

You can't raise a formal compaint by phone (or email). Do it in writing by recorded delivery, and that sets the clock ticking.

Elcon

Ok great! I'll try that as well thanks