Virgin Media

emmabar

So applied for a mortgage got accepted - put virgin account on hold whilst moving to transfer to new address in the meantime virgin closed first account and opened second account failing to inform me there was £21.25 outstanding. and actively encouraged me to cancel my direct debit. Credit check re run by mortgage company two missed payments from virgin... mortgage offer retracted. Virgin need to provide letter stating its not their fault or reverse bad credit report. Virgin cant do that and i have to appeal to their credit department who will take 14 days to respond to my email... in meantime i have challenged Experian to contact them. Can anyone provide me any useful contact at virgin who may care enough about their customers to write me this bloody letter saying it was their issue and not mine otherwise i'm gonna loose the house i'm about to purchase as proposed exchange date is next week - please help

yoshiyella

Email [EMAIL="tom.mockridge@virginmedia.co.uk"]tom.mockridge@virginmedia.co.uk[/EMAIL]
Tom Mockridge is the CEO and by emailing him it goes to the CEO's complaint team and will be sorted usually within 48 hours

emmabar

yoshiyella wrote: »

Email [EMAIL="tom.mockridge@virginmedia.co.uk"]tom.mockridge@virginmedia.co.uk[/EMAIL]
Tom Mockridge is the CEO and by emailing him it goes to the CEO's complaint team and will be sorted usually within 48 hours

We have tried this approach - all i need is a letter its so simple yet so difficult lets see if we get a response

yoshiyella

emmabar wrote: »

We have tried this approach - all i need is a letter its so simple yet so difficult lets see if we get a response

Keep us informed and good luck!

emmabar

So yesterday we got the call - Virgin do actually employ some non robotic people, it appears persistence and the higher you go the better results.. as the guy who called took one look at the account and said we didn't link the two accounts its our fault...

After being told by so so many people at Virgin that they cant help/ they are terminating the call /no-one can send email / no one can write a letter and two sleepless nights, we have a letter on headed paper, where virgin are claiming full responsibility they will also get the bad marks on our credit file removed and this is all being sent recorded delivery... email to confirm all this is coming from a director was all mortgage company needed and by 4:40 last night mortgage offer re-instated.

All i can say is Virgin - you need to sort out your customer service as its shockingly bad full of rude ignorant people - the managers more so - one manager i spoke to in collections when i asked for complaints told me he was the highest complaints person and its sending me a deadlock letter and hung up..... - needless to say Virgin will not be being re-newed at end contract..

yoshiyella

emmabar wrote: »

So yesterday we got the call - Virgin do actually employ some non robotic people, it appears persistence and the higher you go the better results.. as the guy who called took one look at the account and said we didn't link the two accounts its our fault...

After being told by so so many people at Virgin that they cant help/ they are terminating the call /no-one can send email / no one can write a letter and two sleepless nights, we have a letter on headed paper, where virgin are claiming full responsibility they will also get the bad marks on our credit file removed and this is all being sent recorded delivery... email to confirm all this is coming from a director was all mortgage company needed and by 4:40 last night mortgage offer re-instated.

All i can say is Virgin - you need to sort out your customer service as its shockingly bad full of rude ignorant people - the managers more so - one manager i spoke to in collections when i asked for complaints told me he was the highest complaints person and its sending me a deadlock letter and hung up..... - needless to say Virgin will not be being re-newed at end contract..

Glad to hear it has been resolved!

Unfortunately a lot of the bigger companies have poorly trained customer service staff and the ones that are trained sufficiently (the managers) get so much grief that they don't deal with the cases properly.

It is true, the higher you go the easier it is to get it sorted.

bugslet

emmabar wrote: »

we have a letter on headed paper, where virgin are claiming full responsibility they will also get the bad marks on our credit file removed and this is all being sent recorded delivery... email to confirm all this is coming from a director was all mortgage company needed and by 4:40 last night mortgage offer re-instated.

All i can say is Virgin - you need to sort out your customer service as its shockingly bad full of rude ignorant people - the managers more so - one manager i spoke to in collections when i asked for complaints told me he was the highest complaints person and its sending me a deadlock letter and hung up..... - needless to say Virgin will not be being re-newed at end contract..

FWIW, they are outstandingly bad. Completely differents scenario, Mr Bugs went into a care home and I tried to cancel the broadband. no-one would speak to me because it was in his name and not mine. Eventually cancelled the DD to force the issue. Had 8 calls where I explained the issue, until finally screaming ( something i don't do) down the phone that they could have the number of where he was, but as he didn't recognise me, needed help being fed and toileted, how the **** did he think he would get a rational answer. Someone from the stroppy customer dept came on the phone and it was sorted.

American Express, Barclaycard, Lloyds - outstandingly helpful - tax office and Pension office....all helpful. Virgin, won't use them to this day.:(

Good news on the house, hope everything goes smoothly for you now.

stuart30

Agree Virgin (Name makes me smile considering the amount of people they have f..ed..lol) are terrible for customer service,hence why every call is made via my mobile as it records calls.

Amazed two missed payments can cuase mortgage offer to be with drawn...seriously strict.

Good OP got it sorted and even better vote with your feet and go else where for Services.