Virgin Media

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Gwen's complaint against Virgin Media

Gwen Johnstone

27/07/2016

Failing to cancel my services

Complaint against Virgin Media

telephoned 5th July to give 30 day's notice to cancel. They have my DOB incorrect so advised I failed DPA. advised they would post letter with new password. Sent a letter dated 7th July requesting they cancel my services within 30 days. 18 July this was no received. Called back. Advised to change my password online, wait 24 hours and phone back as phone password would be changed then. Advised letter was received and they had noted it however could not action my request due to DPA. 24 hours later phoned back. Advised not updated yet and to call later that day. Did so. Advised this was incorrect advice- online password not linked to phone password. Told another letter with new password would be sent. 23 July made an online complaint to VM through My Virgin Media online detailing above. As of today (27 July) no letter received. No email response to complaint. Called 11am spoke to X in Customer Services sheffield. Asked to make complaint. Was advised could not, nor could i speak to a manager as DPA not passed. Could not offer anything other than "send letter again".

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