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Virgin refused to pay delay compensation after saying I was eligible
freeganneist
Posts: 84 Forumite
It's a long story of endless phone calls, hours on hold, being cut off when I spoke to someone, etc. I'm sure you've heard similar stories.
So to cut it short, Virgin gave me a confirmed installation date for phone + broadband, then delayed it by over 80 days. While I was waiting they confirmed to me, after checking with their higher authorities, that I would be eligible for the £5 a day delay compensation agreed with OFCOM, and could claim it after installation. Because of this I felt safe maintaining my existing broadband on a monthly basis, which was quite costly, as I didn't know when Virgin would be able to sort things out.
After the installation finally happened I phoned customer services, as I'd been told to do, and they said my compensation claim had been declined. They gave me £50 as a goodwill gesture.
They've now sent me a deadlock letter, which means they've made their final decision. It says I can have an independent review carried out by CISAS. But when I was on the phone to Virgin's customer service they said CISAS would only investigate service levels not the delay compensation scheme.
So I'm now considering going straight to the MCOL service (small claims). The case seems clear cut; I meet all the criteria in the delay compensation guidelines and I was told in writing I was eligible.
Does anyone know whether, if I go straight to MCOL, my case will be jeopardised if I haven't gone through the CISAS review process first?
p.s. I was also told that OFCOM must have got the wording of the delay compensation wrong, but I got the wording from Virgin's own website so that argument seems dubious.
So to cut it short, Virgin gave me a confirmed installation date for phone + broadband, then delayed it by over 80 days. While I was waiting they confirmed to me, after checking with their higher authorities, that I would be eligible for the £5 a day delay compensation agreed with OFCOM, and could claim it after installation. Because of this I felt safe maintaining my existing broadband on a monthly basis, which was quite costly, as I didn't know when Virgin would be able to sort things out.
After the installation finally happened I phoned customer services, as I'd been told to do, and they said my compensation claim had been declined. They gave me £50 as a goodwill gesture.
They've now sent me a deadlock letter, which means they've made their final decision. It says I can have an independent review carried out by CISAS. But when I was on the phone to Virgin's customer service they said CISAS would only investigate service levels not the delay compensation scheme.
So I'm now considering going straight to the MCOL service (small claims). The case seems clear cut; I meet all the criteria in the delay compensation guidelines and I was told in writing I was eligible.
Does anyone know whether, if I go straight to MCOL, my case will be jeopardised if I haven't gone through the CISAS review process first?
p.s. I was also told that OFCOM must have got the wording of the delay compensation wrong, but I got the wording from Virgin's own website so that argument seems dubious.
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Comments
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As an update to this, I've spoken to CICAS, the arbitration service that Virgin suggested. CICAS said they DO deal with issues relating to non-payment of the daily compensation for delay to start of service. So I'm not sure why Virgin said it wasn't what they would focus on.
I'm familiar with using MCOL but not with arbitration services. Does anyone have any experience of dealing with CICAS?0
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