Hi,
thank you for your e-mail!
I send a copy-email to the internet adjudicator then.
I tried to look more at Virgins website now, and had a chat with Phil.
But when I tried to call the mobile-number he mentioned, then it
wasn’t free, (anyway), and I’m out of credit on my mobile, since I
haven’t gotten my jobseekers allowance lately.
And I attach a copy of the conversation with Phil.
I think it’s strange they don’t have an e-mail-address.
I used to be with BT Broadband, (from 2006 to 2011), and they were
possible to e-mail.
But when I moved to Sunderland, in 2011, then BT sent me a cheque, for
around £150, I think.
So they must have double-charged me, for some months, I think.
And then discovered this, later.
I really wanted to use a credit they had.
But I think what happened was that BT double-charged me instead.
So like some sharia, or something?
So BT freaked me out, I have to say.
And that’s why I chosed Virgin now.
But if I’d known they don’t use e-mail, then I would have chosen Talk
Talk, (or another internet-supplier), I think.
Just to try to update.
Thanks again for the e-mail.
Best regards,
Erik Ribsskog
On Mon, Aug 4, 2014 at 1:39 PM, OCCtelecoms <OCCtelecoms@ofcom.org.uk> wrote:
> Ofcom reference: 1-266978842
>
>
>
> 04 August 2014
>
>
>
> Dear Mr Ribsskog
>
>
>
> Thank you for contacting Ofcom about Virgin Media Ltd.
>
>
>
> Although we are unable to get involved in individual disputes, I realise
> that you have approached us for help and will explain how you can progress
> your complaint.
>
>
>
> If you have already contacted Virgin Media Ltd and feel you have been dealt
> with poorly or unreasonably, you can ask them to take your complaint to a
> higher level. You can find out how to do this from your service provider’s
> code of practice. This should detail their full complaints procedure and
> will be available through its website and customer services. Some service
> providers also print complaint information on the back of their phone bills.
>
>
>
> You are likely to resolve your dispute by following the complaints
> procedure, but if you exhaust this and remain unhappy, you should ask your
> service provider to send you a letter outlining their final position. This
> is known as a ‘deadlock’ letter.
>
>
>
> Once you have received a deadlock letter, you may be able to take your
> dispute to an Alternative Dispute Resolution (ADR) scheme. You can also take
> your dispute to an ADR scheme if it remains unresolved 8 weeks after you
> first complained.
>
>
>
> An ADR scheme is an important piece of consumer protection which every
> service provider has to belong to. They are free and independent services
> available to residential or small business (up to 10 employees) customers.
> Service providers must abide by an ADR’s decision, but if you are
> dissatisfied with the outcome you are free to consider legal action.
>
>
>
> For information, Virgin Media Ltd is a member of the Communications and
> Internet Services Adjudication Scheme (CISAS) for the purpose of ADR. You
> can contact CISAS at:
>
>
>
> CISAS
>
> International Dispute Resolution Centre
>
> 70 Fleet Street
>
> London
>
> EC4Y 1EU
>
>
>
> Phone: 020 7520 3827
>
> Email: info@cisas.org.uk
>
> Website: www.cisas.org.uk.
>
>
>
> With regards to the quality of customer service given by your provider,
> whilst this does not fall under our remit, it is in a provider’s own
> interest to treat their customers well. Additionally, we record all of the
> complaints we receive, so can identify issues of general consumer concern.
> If we notice a particular increase in similar complaints against the same
> provider, we may raise this with them for internal review.
>
>
>
> I hope you find this information helpful and can confirm that I have
> recorded details of your experience. If you need more advice, you can visit
> our website at: www.ofcom.org.uk or phone the Consumer Contact Team on: 0300
> 123 3333 or 020 7981 3040. You should quote the reference number at the top
> of this letter.
>
>
>
> Yours sincerely
>
>
>
> Charlotte Sperry
>
> Consumer Contact Team
>
>
>
>
>
>
>
> ________________________________
>
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