Ongoing Virgin Media Complaint: Refund

domino07domino07 Forumite
4 Posts
Tenth Anniversary Combo Breaker
MoneySaving Newbie
Hi everyone! 
I was after some advice really about an ongoing issue I have with Virgin Media. Long story short, but I can go into the details if anyone needs it, I rang to cancel 27th August. For one reason and another the disconnection didn’t actually get processed until October after a number of calls as well as almost £100 taken for a service I wasn’t using. I’ve been promised yet again, a call today from a ‘senior manager’ but that hasn’t happened. I know I can take my complaint externally as I’m not into week 12 going on 13 of it not being resolved. I wanted to avoid this and give them the chance just to give me my money back. 

I’m a really patient person but this is definitely testing me. I’ve been nothing but polite, understanding and reasonable so far. 

My question is, I’m way past a refund being a ‘reasonable’ outcome given the wait, phone calls, wasted time and blatant lies I’ve been told. 

What is reasonable to ask as compensation? I’ve actually never had to request anything, like I say I’m pretty relaxed and understand things go wrong sometimes but this takes the biscuit. What are they likely to offer? What should I ask for? If I actually total up the time in phone calls against what I get paid hourly I’m over £150...just for my time so to speak. 

Any advice would be very much appreciated!

Thanks!!

Replies

  • JJ_EganJJ_Egan Forumite
    19.4K Posts
    Part of the Furniture 10,000 Posts Name Dropper
    ✭✭✭✭✭
    compo £30- £50
    Or quantify your true losses and submit that to VM .
  • av-nikav-nik Forumite
    6 Posts
    Eighth Anniversary First Post Combo Breaker
    Ive tried cancelling by phone twice. First time was horrific. Operator was a very nasty rude person, constantly talking over me and telling me I can't cancel !!!
    3 attempts to cancel within the first month of 'Their' rollover contract ignored. First by phone = ignored and all notes and recordings deleted (thankfully I recorded it). Second to the complaints team while complaining who put me through to cancellations who put me on hold for 37 minutes and then hung up without answering. 3rd attempt via email. All ignored.
    What on earth has happened to virgin media. The company is not different from a scammer.
    Anyone have a CEO or similar email/contact address I can send all this evidence to please?
    In desperate hope...
  • mohammed1111mohammed1111 Forumite
    114 Posts
    100 Posts Name Dropper
    av-nik said:
    Ive tried cancelling by phone twice. First time was horrific. Operator was a very nasty rude person, constantly talking over me and telling me I can't cancel !!!
    3 attempts to cancel within the first month of 'Their' rollover contract ignored. First by phone = ignored and all notes and recordings deleted (thankfully I recorded it). Second to the complaints team while complaining who put me through to cancellations who put me on hold for 37 minutes and then hung up without answering. 3rd attempt via email. All ignored.
    What on earth has happened to virgin media. The company is not different from a scammer.
    Anyone have a CEO or similar email/contact address I can send all this evidence to please?
    In desperate hope...
    chief executive [email protected] 
  • Gary1963Gary1963 Forumite
    269 Posts
    Part of the Furniture 100 Posts Name Dropper Combo Breaker
    ✭✭
    Just checked a complaint I made and found that its been closed! I assume because the situation sorted itself out. But you'd think they'd have the decency to at least acknowledge it was their fault. 
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