Forgive me for I am evil. I am a bad guilty consumer that is a victim of Virgin Media and (guess what) I deserve bad customer care.
But let me get the point. Why am I guilty?
I am guilty because Virgin Media’s billing system isn’t very good.
I am guilty for phoning Virgin Media for trying to sort out this recurring problem since November 2008.
I am guilty for wanting a UK broadband user.
Well. Everything was GREAT. Then in November 2008 my credit card was stolen. So my account was suspended as payment didn’t go through.
I phoned in November and I paid GBP 29.99 for two months and requested a direct debit from my credit card. I explained that I live in Germany and the Virgin Media online service is only for my mother and when I visit the UK. GBP 14.99 per month is an OK price.
So then in December I get a letter saying that ”there is no valid payment” set up on my account. So I phone again. I explain again that I am in Germany and that I don’t get post regularly – so please either email me or call me or skype me.
After paying GBP 14.99 I am told that all is fine. Then on February 20 I got a letter not requesting more money but saying that “my account has not been paid”. But this time it was a lot worse.
It said, that I would be taken to court (for GBP 29.98). So I phoned and explained again that I live in Germany. The lady on the phone said that the letter was a mistake and that I now did have standing order and not to worry.
I confessed that I was very intimidated by the letter I received and asked again for all correspondence via phone or skype or email. The lady said, not to worry and all was fine.
Then I arrive back in London today and my mum says that the Internet is not working. So I take a look and once again the service is off and I check the post and there is a letter saying that I am going to court as I haven’t paid GBP 14.99.
It gets worse?
I had paid via credit card for 2 years (before November) without any problems. So I am totally frustrated. I phone today and ask the customer service representative to speak to a manager and he said, “no” and that he could deal with me.
Frustrated, I waste 20 minutes on the phone. I explain the problem over and over again. He was avoiding the issue but the minute I gave him my credit card to pay he changed. He said that “it was my fault as I should know what my bills are”.
I immediately said, “did you wait to be rude to me until after I paid the bill”.
He denied this and said, “that I should be aware of my bills and that Virgin Media was not to blame but they did have billing issues”.
I said, if there were billing issues – why was that my fault. I explained that I had asked for a direct debit monthly and I had been a customer since day 1. But. This didn’t count.
He said, “I am telling you things as they are. Please don’t interrupt me when I speak to you”.
Then I have to say, I lost it. I said, “I asked you to speak to a manager. If you can’t handle a bullish customer that it not my fault it’s your immaturity to customer service”.
Well the poor man lost his voice. He then said, that I would be connected tomorrow.
I said that is unacceptable and the money has been paid today and I should have to wait to get online for another 24 hours.
I didn’t want to hear any more as that again was my fault.
So, that is it. Tomorrow I am looking for a new broadband provider for my mother. Any offers welcome.