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“Dreadful customer service / abhorrent corporate behaviours”

written by Virginshit on 05/03/2016

I had just completed a complaint process against Virgin Media when they encouraged me to give them a second chance. I ordered a new sim card with next day delivery. Nothing arrived. The overseas call centre said they had a record of its being delivered by Royal Mail; then the UK call centre confessed it had been sent by Yodel but had got lost. Then a second sim was apparently sent by next day Yodel delivery. Nothing. Days past - more excuses from Virgin Media. Virgin Media could not even find their own Order ID on their system; then they could not find my address because there is a house name and no number - their IT systems can handle house names.Then a third sim was eventually sent. Then they had problems porting my old number. Then I was surprised to find Virgin Media had submitted three different direct debits - one each for the sim cards never delivered and one for the one which eventually arrived three weeks' late. Virgin Media refused to accept it should not have issued in writing a next day delivery when it knew it could not fullfill that order. Oh, there much more but space here is limited. Virgin has refused to acknowledge it has IT, fullfullment or customer service issues. The experience has been a brand destruction exercise. Eventually they offered me a measly £24.00 which I suggested they donated to a charity of its choice. Virgin Media refused to do that. That alone sums up this company's corporate behaviour. The rest just typifies its under performing customer service.