Getting copies of previous bills from Virgin Mobile

Mumof4piggies

Hello I wonder if anyone can help me please?
In November I wrote to Virgin Mobile asking how I could get copies on some of my old phone bills. To explain to you why it is to support a case I have going with the Ombudsman. These bill copies shall prove I made a series of phone calls and when. I no longer am a Virgin Mobile customer hence my account has been disabled else I could simply get copies printed from there.
They responded by email on 27th November asking me to forward documents by email to prove who I am so they could send me copies. I supplied all of the documents they requested and to date three months of I have heard nothing from them. This of course is slowing down my cause with the Ombudsman.
Can anyone please advise if there is a certain time frame Virgin Mobile must respond in please? My emails to chase this are never responded to. Thank you and kind regards

Ectophile

It's one month, unless you asked for something particularly difficult for them. https://ico.org.uk/your-data-matters/your-right-to-get-copies-of-your-data/what-to-expect-after-making-a-subject-access-request/

unholyangel

Have you tried updating your case with the ombudsman? Stating that you've requested documentation to help prove your case but they still haven't provided it yet and can they advise you on how they would like to proceed, whether they want you to wait for the info or go ahead without it. 

Mumof4piggies

Good Morning, The Ombudsman are aware of what the situation is. I have written to VM one last time by recorded post so I know its arrived and also that the Ombudsman can see I m doing what I can to obtain the statements. This is a series of phone calls being denied so the statements really shall back up my points.