Does anybody know whom I make a complaint to about Virgin media?

theoldmansmrs

On 21st July, I contacted Virgin to cancel my services with them. I have the full package with them (TV, phone & Internet). After speaking to six different people, I finally managed to get put through to the correct department. After going through the security questions with them AGAIN, bearing in mind this is the sixth time I have gone through them and explained I wished to leave, the call is cut off. Having been on the phone for over 30 minutes trying to cancel the services, I sent in a complaint explaining I wished to cancel the services. When asking what resolution I wanted, I explained I wanted  my service cancelled and for training to be given to staff.

I received a response to my complaint stating I have to give 30 days notice after giving my security information verbally and feedback has been given to the staff. The complaint would remain open for 28 days after which point it would be closed. If I was not happy then I should contact customer services.

I have today contacted customer services to state that as I had gone through security six times, on 21st July, then as far as I am concerned, notice is from then. Having got through to the correct department which was having only spoken to two people this time, I was once again cut off. (The reason for the delay in contacting them is because I have been away on holiday).

I called back again and spoke to somebody else who has told me that they will take my notice from today. After spending 45 minutes talking to them asking why they had not actioned my notice from 21st July, after having being offered a better service for a much reduced rate, I asked who I could contact to take the matter further.  After having being told, they could not give me a name, I asked for the name of the Company whom I could complain about Virgin themselves. Despite trying to explain that I did not want an individuals name, or the person I was speaking to putting a complaint in on my behalf, I could not get a name of who to complain to. Does anybody have any idea of whom it would be.  BTW; the call ended with the person from retentions putting the phone down.

In total I have spent over 2 hours trying to get this sorted.

Olinda99

If you are not happy with the resolution of your complaint then I believe the next step is Ofcom.

theoldmansmrs

Olinda99 said:

If you are not happy with the resolution of your complaint then I believe the next step is Ofcom.

Thank you.

Neil_Jones

https://www.ofcom.org.uk/complaints/complaints-ofcom-deals-with - "We [Ofcom[ deal with complaints from people and businesses, which helps us to take action against firms when they let customers down.

Parliament has not given us powers to resolve people’s complaints about their phone or broadband service. Instead, these can be dealt with by Alternative Dispute Resolution (ADR) services.

Although we don’t investigate individual complaints, by highlighting problems you play a vital part in our work and we might investigate a company if monitoring reveals a particular problem"

Virgin is part of https://www.cedr.com/consumer/cisas/ so the procedure will be:

You can take your complaint to an ADR scheme if:

• you have already raised it with your provider and it is still unresolved; and
• it has been at least eight weeks since you made the initial complaint to your provider or you’ve been unable to reach an agreement with them and you have received a deadlock letter.

BUFF

https://www.virginmedia.com/help/complaints

macman

The correct answer is the Communications Ombudsman. But you must first exhaust the supplier's own complaints procedure, which means waiting 8 weeks from the date of your formal written complaint without reply, or receiving a deadlock letter from them.
https://www.ombudsman-services.org/providers