Virgin Media - Point blank ignoring my formal complaints

Rob5775

So I took over a Virgin Media account for bereavements reasons. Upon having the account switched in my name and direct debit set up Virgin Media proceeded by sending my bank details in an email to a 3rd party (without my consent or instruction). I raised this in a formal complaint initially which Virgin failed to deal with and then directed me to the financial ombudsman due to the 8 week period passing. Whilst proceeding with the financial ombudsman Virgin Media then pointed out that this cannot be dealt with in this manner as it falls out of the ombudsman scope. 18 months on and 5 more formal complaints down the road and Virgin Media have failed to resolve it. I have sent formal letters, called them, emailed them and communicated via their text system however everytime "the manager isn't avaliable" or "we will call you back" only to be left hung out to dry each time. I've spoken to Citizen's advice and they have said the only advise they could add would be to set a deadline for Virgin to resolve this issue which is what I done in my most recent complaint chaser however Virgin come back with a ludicrous response to this saying the issue has been resolved an my account is closed...... I closed my account 6 months ago becasue of the poor service received since taking the account over, their response clearly shows they did not even read my 4 page complaint letter which included the dates of all key events.

Great to see such a powerful technology company fails to have the technology to forward calls ..... or perhaps thats intentional

Any advice anyone has would be great!

PZ19

Email executiveteam@virginmedia.co.uk you should get response

Rob5775

Will give it a go, thank you!

Rob5775

Have had no response from that email address for over a week now. Didn't even get an automated response.

PZ19

Rob5775 said:

Have had no response from that email address for over a week now. Didn't even get an automated response.

That’s not good, they were very quick to help me

pbartlett

No sure why you complained to the financial services ombudsman - is it Ofcom that deal with complaints about them?

Latest telecoms and pay-TV complaints revealed - Ofcom

Rob5775

PBartlett - I went to the financial ombudsman because that is where Virgin Media directed me after failing to deal with my complaints with the 8 week period. Will get in contact with Ofcom, thanks!