Virgin mobile , should I complain further ?

miggiwoo

To cut a rather long story short , I have 4 contracts with Virgin ( 2 30 day rolling and 2 x 2 Year contracts.) , I had built up a total of 30 pounds credit on Crave rewards towards the cost of a new phone.Checked a couple of weeks ago and it had gone to zero.I then emailed Virgin to ask why and got a call from them explaining that the rewards had expired.I told him I was unaware of it expiring and he said , at his discretion , he would re-instate the 30 pounds of rewards and let me put it towards a 50 pound phone with the 20 balance added to my monthly bill.
Great I thought.So he gave me his name and extension number and I told him would ring him an hour later with the exact phone that I wanted.
Rang back and got the usual options and options and options but nowhere to input the extension number.This started a series of emails to them as could not get through to this person.Managed to get through to somebody else that couldnt transfer me to the extension but would email this person with a message to return my call.
This was nearly 2 weeks ago and having sent 4 emails since with not one response ( except for the usual automated reply about looking into it).
Rang Virgin tonight and explained all of this and said not at all impressed that they hadnt got the decency to reply to my emails.Was told that the person had put in my notes that he explained to me my rewards had expired and that I was happy with the situation.Told them this certainly wasnt the case and why would I spend nearly 2 weeks of my time emailing them when I was happy and everything resolved.
Threatened to stop my 30 day rolling contracts and also pay up the others too and asked him if it was worth losing my custom for the sake of 30 quid.He just said the usual "thats up to you if you wish to cancel"
I know it must sound really tight for the sake of 30 pounds but I really feel very aggrieved that I can basically be called a liar.
I should have asked if my original call had been recorded ?

Should I ring the complaints department to try and take this further or should I put it down to a bad experience ?

Thanks :money:

chopps

Best resolution for you now would be to email their CEO who has in place a team of people to sort out such problems when the usual channels have failed.

JethroUK

...and the moral of this story is always always always take the name, date and time of your contact for 110% customer service experience

miggiwoo

JethroUK wrote: »

...and the moral of this story is always always always take the name, date and time of your contact for 110% customer service experience

I did get the name and ext. number of the customer service guy.Told them this and all I got was that he had put in my notes that he had explained to me and it was resolved. Does this recording of calls for taining purposes work both ways ?

gjchester

miggiwoo wrote: »

I did get the name and ext. number of the customer service guy.Told them this and all I got was that he had put in my notes that he had explained to me and it was resolved. Does this recording of calls for taining purposes work both ways ?

You can request the transcript they usually charge as a Subject Data Access Request and charge £10.

However if the CS rep said it was at his discression and a goowill gesture then it's not something set in stone, you simply missed out as the gesture was withdrawn.

Did you get proper notification of the reward scheme closing is another matter but a goodwill gesture is just that, nothing you can enforce legally.

chopps

When I had a complaint about their service I was told that they don't actually record calls just add some written short notes on your account.
So you can never be sure if the notes are an accurate and true reflection of what was agreed.