Handling complaints from afar has its drawbacks for customers

HELPDESK is always happy to report a problem solved. This week Mr JH from Falkirk got in touch to tell us he had been paying Virgin Media for two phones – although he only had one.

QI signed up for a contract with Virgin phones a year ago. The contract cost £10.99 a month and included a free Blackberry handset.

However after several months I realised I was paying not once, but twice every month.

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I contacted customer service for Virgin and was told according to their records I had two phones.

Eventually after spending a lot of time on the phone to their customer service people they admitted I had only one phone and agreed to pay me a refund of £109.99.

Later I was told the refund has been refused.

However I argued the point and was told it would be reinstated.

This was several weeks ago and I still have not received any money from Virgin. I used to work in customer service myself and I think the way they deal with complaints leaves a lot to be desired.

Very often you are put through to someone in South Africa. They are very polite but it can be difficult to understand what they are saying and you get the feeling there is only a limited amount they can do.

It is only a hundred pounds – but it is my money. They are quick enough to take it away from you but seem to find all sorts of reasons not to give it back to you.

I wonder if the helpdesk can contact Virgin directly to ask what is going on.

JH Falkirk

A spokesman for Virgin Media replies.

AWe’re extremely sorry for the error that led to Mr Hamilton overpaying for his mobile services and any inconvenience for the delay in resolving the issue has caused. The second account has now been closed and all money due has been refunded. Further, as a gesture of goodwill, we have now credited Mr Hamilton’s account for two months for his mobile service.