Virgin Media

Ruadh

Hi all

I need a name and e-mail / postal address for the Virgin Media customer service director please - specifically the Virgin Net side of things. The whole long (sorry it's so long) story is:
In September 2007 we signed up for the Virgin broadband bundle with broadband and free evening and weekend calls for £14.99 a month plus whatever extra we spent on calls during the day or to mobile or overseas numbers.
We have been very pleased with the broadband service but unfortunately there has been a problem with the payments for the Talk Service.
We used to have an account with the old ntl freedom service. This was obviously switched to the new broadband service. However last December we got a letter from Steve Atkinson, Head of Payment processing (on what I now believe is the Freedom side of things). He said that there is an outstanding amount on the account and attempts to get the money had failed as the bank said that there was no direct debit instruction.
[FONT=&quot]We were very surprised by this as we had always paid by direct debit with no problem. We phoned the number given in order to pay over the phone but could not pay as we were just told there was no record of us.
[/FONT] I phoned again on the 24th January. I was on the phone for 1 hour and spoke to 6 different people and departments – some with Freedom and some with Virgin.net. I eventually spoke to a guy in Customer Services at Virgin.net Off cable. He finally seemed to figure out what was going on: namely that when the switchover from Freedom to virgin.net had been made there had been some sort of problem in transferring the phone line. Although our Talk Service was supposedly activated something went wrong. This resulted in Freedom still trying to bill us and virgin.net not taking the payments for the extra calls (those made in addition to the free evening and weekend calls). Freedom could find no record of our account number because the account was closed. He assured me that he would sort the matter out and that we would be contacted about the payments.
It is now the middle of March. We are still paying only the £14.99 a month – no extra has been taken off for the extra phone calls. Therefore I am concerned that there is still a problem. I am worried that our Talk Service is still not properly activated. I am also concerned that Freedom might still be thinking we owe them money (despite us cancelling our account with them and them having direct debit authority till the end of our period with them).

Clearly, there is still a problem. We are not being charged for the extra (non free) calls we make.
It is so frustrating trying to phone them. Despite it all being Virgin Media they don't seem to regard themselves as being the same - Freedom don't know / care about the virgin.net side of things and vice versa. But when you get any correspondence from them it just says Virgin Media.

I know that if I phone and try to explain all this I will get nowhere - besides phoning before didn't solves things. So, I would like to send a letter but of course want it to be dealt with properly.

If anyone could help with an e-mail or postal address and name for the director of customer service for Virgin Media as a whole or the virgin.net side of things, I would be very grateful.