Virgin Media Failed SAR - Closed Complaint Down

SAPFO

After moving house 13 months ago I swore I would leave Virgin, and then they made me an offer I couldn't refuse, so I took it.

Since then I must have spent 20+ hours on the phone complaining about the terrible service. After one 2 hour headbanging incident in March, I opening up a complaint, and requested all data held on me. Audio, notes, the lot. 38 days past, and I had to phone the again due to the service not working AGAIN. They agreed to release me from my contract 6 months early due to the poor service.

Its now ben 90 days, and not data. Ive just had a convo with a woman who said "Oh sorry, Richard closed the complaint & request down, I'll open it again, it will take 40 days". So I put a direct complaint in against this Richard bloke, and requested all data since the last request.

Where do I stand with this? It's so frustrating.

IAmWales

A subject access request should be made in writing (can be via email or fax also). Did you do this? If not, you should do so now to avoid further delays.

SAPFO

No, this is what I've previously done, however, they did assure me I could do it over the phone. The call was recorded, would than not. be proof enough of my request, and that it was accepted?

SAPFO

Just spoke to a manager at VM. They had accepted my SAR verbally, he also apologised for someone closing the previous complaint without resolution.

He said "we don't record all calls, so you may not get everything you want". He kept labouring the "can we come to an amicable solution" line. I f3t h was suggesting a credit which felt like a bribe, so I ask what his ideas of an amicable solution was. He said "£50 goodwill credit off your final bill" I told him no, I want my data. They did not want to give me the data thats for sure. He wanted to know what I was going to do with it. I said complaint to the regulator so others don't have to suffer this treatment. He said that every account is treated on an individual basis, and it will happen again. Would you believe it?

[Deleted User]

SAPFO wrote: »

They agreed to release me from my contract 6 months early due to the poor service.

So why do you now want a SAR?
Why have you complained about "Richard"?
Not Branson I hope?

You are no longer a Virgin Media customer and Richard Branson doesn't own Virgin Media!

Do you really think any additional complaint about the service will yield anything now that you have been released from your contract?

SAPFO

Im still a customer until next month, and Richard is the VM man who closed my complaint down, not Branson. It's my right to complain and return the suffering to someone within VM.

JJ_Egan

So poor old Ben and Richard .

[Deleted User]

JJ_Egan wrote: »

So poor old Ben and Richard .

Yes, just complaining for the sake of it.

The "regulator" won't be interested.

I'd have taken the "goodwill" payment already offered.


"Suffering"?

SAPFO

How is it just complaining for the sake of it? I've had various problems, they won't improve if these are not highlighted. Why? Should I just 'bend over and take one in the !!!'? I'll get my data, and then CEO complain.

And yes, "suffering". Not on the scale of somebody with terminal cancer, but its all relative isn't it.

The whole point of this forum is to push against the big boys, not just roll over. I may not have an impact, but if 1000s of little complaint like mine fix one issue, it was worth it for the rest. Don't forget, we are all in this together, not alone.

Buzby

Did you pay the required £10.00? The statutory fee gives you rights - if you paid and they didn't comply within 40 days, the data commissioner is your next port of call (for non compliance).

VisionMan

Why did you even request a SAR? What do you think you will gain by it in your complaint?