Virgin Media cancellation nightmare

fiona_r29

Hi,

Looking for advice about how to get through an impasse with Virgin Media. Buckle up, it's a bit of a saga.

We moved out of our house signed into a 12 month contract. Before we moved we contacted Virgin to let them know we would be moving. We mentioned that we would not be immediately moving into our new house but would be renting for three months. The chap on the phone said that's not a problem, we can suspend the account and reactivate in November 2016. Fantastic, we thought, let's do that.

When we got into the rented accommodation there was no internet. There was a Virgin line left by the previous tenants however, so we called Virgin and asked what our options were. They said that we could unsuspend the account, reactivate at the rented place and to let them know when a new line would be installed with two days notice so that they could suspend the line again. So far so good, we were thinking, Virgin have been very accommodating.

The problem started when we called to suspend the account, having found out internet would be installed (ironically by Virgin). In that call, we were told that in fact it would not be possible to suspend the account and that we would have to cancel. We also found out that another account had been set up so actually we now have two accounts - one registered to our new house that still had the November re-activation date on it and one to the rented place. We expressed our displeasure - we had not received any information that would indicate a new account had been opened, we had been told we could suspend and then subsequently that had been gone back on. We asked to cancel both accounts with immediate effect on the understanding that there would be no early termination fee. The lady on the phone said written confirmation would be provided.

A couple of days later, no confirmation having been received, another call to Virgin. Three different conversations, the first where the lady said that the account had been closed with no ETF and there would be no default on our credit file. The second where another lady said that an amount was outstanding of £240 plus the balance of £14. The third where the chap said there was no record or notes made to suggest that the ETF would not be incurred and he would get his manager to call me within 30 minutes. I'm writing this, still waiting for the call nearly 2 hours later.

I paid to record the last call so I have these three different conversations saved. In the event that Virgin will not enter into conversation with me (I was also blind transferred several times while on the phone) I wanted to understand what my options are. I've read about CISAS but that seems like you have to prove you have exhausted the complaints process. I just want an email address rather than these phone calls that lead no where or Twitter where you are having to communicate in less than 140 characters.

If anyone has been in a similar situation and has advice, or if you just have advice, I would love to hear from you as right now I feel at my wit's end.

Thanks,
Fiona

JB162

This has been a balls up by the movers team. From start to finish!

All you need to do is call the Movers Department ask to speak to a manager. They must allow you to speak to a manager under the Complaints Ownership Process. If the manager does not fix the issues with the two accounts. Ask to speak to a Operations Manager.

At that point you are at the top of the tree. The Operations Manager will either agree with you and fix the issue or Deadlock the complaint, allowing you to go to CISAS.

There is no point talking to Customer Services or Customer Relations as this is a Movers issue. Your getting the run around because this can only be dealt with by Movers.

The only downside to this, is all Virgins Movers teams are outsourced. When I say outsourced I don't mean overseas. It's a third party company called Sitel that take the calls.

Sitel are in Manchester and India, so its a 50/50 if you get On or Off Shore!

Good Luck!

fiona_r29

Thanks to JB162 for his reply. I followed his advice and called the movers team. When they tried to transfer me to customer care and refused. Luckily, the person I spoke to eventually was brilliant. She took ownership of the issue, actually listened to what I had to say without insinuating that the information was wrong, and empathised with me. All that's needed is a little compassion! She was happy to give me her full name and email address (unlike every other person I've dealt with who says that it's a business rule not to give a surname or email address). She promised to call me back and did so within five minutes. The only person who has actually followed through with their promises.

As to the outcome, the ETF has been waived and we are back in our original position of having a suspended line due to be re-activated when we move into our new address. What a saga.

JB162

Hi fiona_r29

Great that you got it all sorted.

She was correct with regards the email thing. Virgin staff have email, Outsourcers don't have email. Like I said in my post Movers are all Outsourced.