Promised refunds never given

Octimon · 22-08-2009, 13:56

Why is it that when CS advise you will get a refund it is never given. I have now lost count of the number of times I have phoned with a complaint re poor service or loss of service and been told I will be given a refund only to receive a bill with no refund.

Earlier this month I called after we had had a night with no TV, another night with no phone and another night with no internet. Was advised I would get a refund "tap, tap, tap, that's it put through for you now sir". The bill arrived today and nothing. Call CS and they have no record of a refund being promised but say that as a valued customer they believe me so will credit me Â£10 on my next bill. Â£20 says there is nothing on the next bill!!

This company's CS really is the pits. Even British Gas have got their act together with CS now so come on Virgin get your CS reps to stop tapping the space bar and lying to your customers.

BenMcr · 22-08-2009, 14:43

Any agent that lies to a customer needs to be reported.

I work in VM Customer Services and if I say I will give a customer a loss of service credit that is exactly what I do

Octimon · 22-08-2009, 16:36

Unfortunately I didn't get the name of the lady I spoke to 2 to 3 weeks ago but I got the name of the chap today.

Funny thing was he asked for my e-mail address so he could confirm the refund (nothing received so far) and seemed to struggle with the ntlworld part of it - asked me to repeat it 3 times before he got it!

broadbandking · 22-08-2009, 17:20

The email address is normally for the companies NPS where customers can give feedback and rate the company, however any agent can see what agent has been in your account and leave feedback which goes to there manager.

---------- Post added at 18:20 ---------- Previous post was at 18:19 ----------

Quote:

Originally Posted by BenMcr

Any agent that lies to a customer needs to be reported.

I work in VM Customer Services and if I say I will give a customer a loss of service credit that is exactly what I do

Not all agents have the same attitude as you though Ben.

Peter_ · 22-08-2009, 21:04

Quote:

Originally Posted by broadbandking

The email address is normally for the companies NPS where customers can give feedback and rate the company, however any agent can see what agent has been in your account and leave feedback which goes to there manager.

Not all agents have the same attitude as you though Ben.

I will always give a credit if I am asked for loss of service as it shows goodwill on our part.

broadbandking · 22-08-2009, 22:12

You are another agent tho Moldova that actually does there job.

Peter_ · 22-08-2009, 22:14

Quote:

Originally Posted by broadbandking

You are another agent tho Moldova that actually does there job.

Also my team does as well as our NPS score shows

broadbandking · 22-08-2009, 22:18

Shame I have never spoke to you to see just how good you really are lol

Peter_ · 22-08-2009, 22:23

Quote:

Originally Posted by broadbandking

Shame I have never spoke to you to see just how good you really are lol

I let my NPS do my talking

moaningmags · 22-08-2009, 22:26

Quote:

Originally Posted by Moldova

I let my NPS do my talking

Our NPS is better than your NPS

Peter_ · 22-08-2009, 22:30

Quote:

Originally Posted by moaningmags

Our NPS is better than your NPS

Thats one I am not going to try and answer for many reasons on a public forum.

22-08-2009, 23:10

I'll do it then.
Scotland > every other center.

Octimon · 23-08-2009, 06:31

Wish I could speak to you guys but I usually get India

Tinky · 23-08-2009, 06:45

Quote:

Originally Posted by Octimon

Wish I could speak to you guys but I usually get India

Could this be the problem Octimon lol?

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Russ · 23-08-2009, 07:06

Quote:

Originally Posted by Octimon

Why is it that when CS advise you will get a refund it is never given. I have now lost count of the number of times I have phoned with a complaint re poor service or loss of service and been told I will be given a refund only to receive a bill with no refund.

Earlier this month I called after we had had a night with no TV, another night with no phone and another night with no internet. Was advised I would get a refund "tap, tap, tap, that's it put through for you now sir". The bill arrived today and nothing. Call CS and they have no record of a refund being promised but say that as a valued customer they believe me so will credit me Â£10 on my next bill. Â£20 says there is nothing on the next bill!!

This company's CS really is the pits. Even British Gas have got their act together with CS now so come on Virgin get your CS reps to stop tapping the space bar and lying to your customers.

CF has high-level contacts in VM who have the power to get things done - if you want me to get them to look in to this for you send me a PM with your name and a contact number and I'll pass your details on today. Not sure if they'll be there on a sunday so it might take a day or so for them to get in touch.