Virgin Media Problem

[Cyder]

Here's an interesting issue my missus is having at the moment.

Last year we took out a subscription with Virgin for TV/Phone/Internet. the salesman said to speak to him again after the inital 6 month offer ran out and he'd see what he could do for us price wise.

Cue 6 months later and my missus calls him and we are offered the same package, plus free calls all for £50/month, sounds good so we agree to it, he says he'll update the package and everything sounds good.

At the end of the month the bill arrives and it's £75 quid, upon checking we notice the free calls haven't been added to the package. So she calls the salesman, ah sorry about that, I'll call you back....

Since then the slimey bd has ignored our calls and her texts chasing him up. I'm not sure of the exact dates but this must have been going on over a month now. She has also tried calling Virgin customer services who are as much use a chocolate teapot and say there's nothing they can do.

Any advice on what to do? I've told her to call them back and progress up the tree until she find someone who is vaguely helpful. It seems to be very difficult to contact their complaints dept.

The extra money we're paying isn't really the problem, it's more that we've been taken for a ride by a wker of a salesman... ironic considering we left Sky because of their crap customer service!

[stargazer30]

You won't find any Customer Services worse than VMs, even Skys. VM level1 tech support are literally straight out of the dilbert comic strip (the one where they make support so bad people form there own support groups). I swear someone read it who works for them and copied it.

Anyway rant aside if its a 12 month contract I doubt you'll get anything out of them until renewal. Then threaten to leave and you'll get a cheap deal again. Generally with sales people if its not in writting its a lie.

[toastybase]

Just shout until they put you through to their Birmingham Office.

That's what i did and it helped sort out my problem.

Sorry can't be of much more help.

[Aizle]

Sounds like you've been mis-sold. The call should have been recorded.

It's an overcharge or mis-selling.

Ask to speak to a supervisor?

Also you could report this and get it moved to Computers, Gadgets and Stuff where you may get a better answer.

[KevSeymour]

Find their CEO's email address and send him a long email detailing what you were promised, by whom and when. And mention that the next step is a call to one of the industry ombudsman, they'll want to avoid that because it costs telcos every time someone makes a complaint, whether it's valid or not.

The CEO probably wont read it, but it's highly likely they'll have a team of complaints people who specifically respond to CEO complaints.