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Virgin Media Complaint/Deadlock
nhussa22
Posts: 54 Forumite
in Phones & TV
Hi all,
Looking for some advice...
So I have an account at my parents house (where I lived until July this year) and when I moved out on my own to my new place, I called Virgin Media to ask if I could move the package to my new place however I would like my parents to keep their telephone number. I was told that would not be possible but the agent offered me the same package/price in my new house on a 12 month contract. He even advised that he could put a refer a friend through to the new account so we'd both receive £50 each.
Looking at my 2nd bill for my new account, the offer has not been applied correctly at the correct price, it's on for 9 months when it should be 12 months and for BOTH accounts, I have yet to receive a £50 credit for either.
Anyhow, I called to complain and it was escalated to managers and they have decided to issue a deadlock (where they won't do anything and I can take it further to an independent body to complain further)
The manager told me that because both accounts are in my name, I cannot refer myself (whether true or not, I was told I WOULD get a credit by the original agent)
I have cancelled my DD as I have been overcharged so I will not pay until it is all resolved. Had the £50 credit been issued, I would not owe them anything.
What do you advise I do now? I know this is a case of mis-selling. I checked the Ombudsman website however Virgin Media are not signed up to the service so who do I escalate this to?
FYI, I have paid the line rental saver and I am thinking of cancelling under the price rise rule. Would I get a partial refund for my line rental?
Looking for some advice...
So I have an account at my parents house (where I lived until July this year) and when I moved out on my own to my new place, I called Virgin Media to ask if I could move the package to my new place however I would like my parents to keep their telephone number. I was told that would not be possible but the agent offered me the same package/price in my new house on a 12 month contract. He even advised that he could put a refer a friend through to the new account so we'd both receive £50 each.
Looking at my 2nd bill for my new account, the offer has not been applied correctly at the correct price, it's on for 9 months when it should be 12 months and for BOTH accounts, I have yet to receive a £50 credit for either.
Anyhow, I called to complain and it was escalated to managers and they have decided to issue a deadlock (where they won't do anything and I can take it further to an independent body to complain further)
The manager told me that because both accounts are in my name, I cannot refer myself (whether true or not, I was told I WOULD get a credit by the original agent)
I have cancelled my DD as I have been overcharged so I will not pay until it is all resolved. Had the £50 credit been issued, I would not owe them anything.
What do you advise I do now? I know this is a case of mis-selling. I checked the Ombudsman website however Virgin Media are not signed up to the service so who do I escalate this to?
FYI, I have paid the line rental saver and I am thinking of cancelling under the price rise rule. Would I get a partial refund for my line rental?
0
Comments
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No u won't get a LR refund0
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Others have posted that under ofcom rules re price increase you are entitled to a pro rata advanced line rental refund .0
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Virgin Media terms and conditions advise once the payment for LRS has been made, after the 14 day cooling off period you will not get a refund, so no you will not get your LRS money back. Especially if your cancelling under the price increase issue!
Secondly where you went wrong with the Refer a Friend was you put both accounts in your name. What should have happened is that you would have taken your account on a movers deal to your new address.
Then your parents should have signed up in there own name for a new account at your old address. But again seems you have been given wrong information by the outsourced movers team. 70% of complaints within Virgin at present are about the Movers team.
With regards deadlock, there is a couple things you can do. First off Virgin use CISAS as the regulator for complaints, so you can take your deadlock case to them.
Secondly I would use the Data Protection act and put in a subject data access request. Get copies of all your notes and call recordings. This request needs to go to a Operations Manager. And they all hate doing these.
First thing they will ask you is why do you want this information. Advise them its because of the complaint and your gathering your case notes to fight it. They will try put you off, with the Subject Access is not used to investigate complaints ect ect. However insist, its your information and I want it.
A good Operations Manager will offer to relook at the case and will usually back down from the deadlock letter and come to a compromise.
The rest will give you, your information giving you all the amo you need to go to CISAS.
Hope this helps!0 -
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See Ofcom rules regarding in contract price increases . and previous posts on the subject of price rises and refund of pro rata advanced payments .0
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