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“A Complete Shambles”

written by Crusader65 on 28/09/2017

Virgin are a shambles
Virgin are a shambles. They consistently deliberately get our billing wrong. No one appears to understand their own billing either. You can never talk to a manager - They'll have to call you back. Presumably so that you'll know you'll be un-prepared. But don't worry, they'll not bother anyway. I received 1 call back from a manager out of 5 expected manager call backs within the last 5 months. Then he rang later than the time slot allocated & you can't make or take any calls when you are waiting for theirs. After 10 minutes of him sounding utterly bored, he told me he was finished for the day. They have refunded me some money but not all of it. They wanted to credit it to my account but it would take more than 7 months to use it. However, they are putting their prices up in November by another £4 a month so I will probably be leaving them. They finally, and reluctantly (because they don't do it - their words) agreed to send out a cheque. They couldn't just transfer into the account they took it from because they do not have a process to do this. They then informed me that I should receive that within 40, yes 40 days. I'm still waiting for a manager to ring back since 8 AM yesterday morning. I have been on the phone & on hold for over 5 1/4 hours within the last week. one day was just under 3 hours alone. They also say that you do not get any level of compensation for your time spent chasing them. They are getting paid so should be chasing the customer. This is just tactics to make you avoid ringing them. The install wasn't great either. They did it over 2 dates with 11 days inbetween. They did this badly, & left a short cable running across my garden as a trip hazard, & exposed wires hanging out of my wall. It is no wonder we've had interuptions with our service. This was back in May. They just came back to sort it in September 22nd. They should be ashamed, but they are not. They do not care. Shambles is about as polite as I can be. Avoid them. There TV packages are not as good as Sky either. When I was with Sky I had any problems solved quickly. Sky are slightly more expensive, but I always ended up paying what had been agreed, unlike with Virgin Media. Your money is important to them, but you as a customer are not treated as such. I will be cancelling.