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Hi all, so this is going to be long winded but here goes…
Virgin installed our broadband on 07/04/22 and hit out radiator pipe and flooded our front room.
The aftercare provided by them was nothing short of appalling. We got to the point where the stress of them not taking responsibility for the floor damage became too much so we offered them a cash resolution to which they declined at first. However they came back with a counter offer of xxx on 22nd of September 2022 which we reluctantly accepted as we desperately needed the money to get the floor repaired. They knew this money was for the repair and agreed to send a cheque out, however, they applied the money as credit to our account even though I stressed multiple times we didn’t want it as credit. As you can probably see where this is going, the cheque was never sent and we have been in contact with them over 10 times now about releasing the money. We have evidence of this and logged it all. I rang on the 23/01/23 and Spoke to Jenny - s7705690 and she gauranteed me the cheque would be be with us by 01/02/2023. I made a point of saying are you sure you want to gaurentee this as this is the last time we are making contact with them before we go legal.
Telephone - 22/09/22 - agreed compensation
What’s app - 19/10/22 - they will send a cheque out for xxx, they were not able to send xxx to us as xxx of that was credited to us to cover 3months billing as a good will gesture. We was told we would receive a cheque within 45 days.
What’s app - 28/11/22 - gave us 2 options, to either send a cheque or transfer to bank account, we chose transfer to bank account. They gave us a reference ID - xxxxxxxx
What’s app- 07/12/2022 - they incorrectly raised a cheque request instead of the agreed bank transfer. Was told the cheque would be delivered within the next 15 working days.
What’s app - 05/01/22 - was told cheque has been requested however, the financial team stated it needed to be approved by a higher manager. Was told it had been approved whilst connected and we would received cheque by 15/01/23
What’s app - 16/01/23 - was told they would prioritise the request and also put in a new request for a cheque and we would receive this within 3 working days.
What’s app- 10/02/2023 - appologised and offered to send the money to our bank account directly and was given a reference ID - xxxxxxxx
Telephone call - 23/01/2023- spoke to Jenny the manager ID number ( s7705690) and she gaurenteed me multiple times the cheque would be received by the 01/02/2023
What’s app - 22/02/23- they have taken complete responsibility and ownership and have requested for a refund to our bank account. The words she used was definitely this time your amount will be refunded within 3 working days.
So over a year ago this happened and still hasn’t been resolved. We made a complaint to the ombudsman but the case was closed immediately as they ‘don’t deal with damage to property’. I messaged back and stressed it wasn’t In regards to damage to the property it was about the compensation not received.
I am now after advice on weather or not people have took these to court and won. I’m 99% sure I have a very very strong case and I am more than happy to take this all the way just for the pure satisfaction of winning. Look forward to hearing your views.
Thanks James
Virgin installed our broadband on 07/04/22 and hit out radiator pipe and flooded our front room.
The aftercare provided by them was nothing short of appalling. We got to the point where the stress of them not taking responsibility for the floor damage became too much so we offered them a cash resolution to which they declined at first. However they came back with a counter offer of xxx on 22nd of September 2022 which we reluctantly accepted as we desperately needed the money to get the floor repaired. They knew this money was for the repair and agreed to send a cheque out, however, they applied the money as credit to our account even though I stressed multiple times we didn’t want it as credit. As you can probably see where this is going, the cheque was never sent and we have been in contact with them over 10 times now about releasing the money. We have evidence of this and logged it all. I rang on the 23/01/23 and Spoke to Jenny - s7705690 and she gauranteed me the cheque would be be with us by 01/02/2023. I made a point of saying are you sure you want to gaurentee this as this is the last time we are making contact with them before we go legal.
Telephone - 22/09/22 - agreed compensation
What’s app - 19/10/22 - they will send a cheque out for xxx, they were not able to send xxx to us as xxx of that was credited to us to cover 3months billing as a good will gesture. We was told we would receive a cheque within 45 days.
What’s app - 28/11/22 - gave us 2 options, to either send a cheque or transfer to bank account, we chose transfer to bank account. They gave us a reference ID - xxxxxxxx
What’s app- 07/12/2022 - they incorrectly raised a cheque request instead of the agreed bank transfer. Was told the cheque would be delivered within the next 15 working days.
What’s app - 05/01/22 - was told cheque has been requested however, the financial team stated it needed to be approved by a higher manager. Was told it had been approved whilst connected and we would received cheque by 15/01/23
What’s app - 16/01/23 - was told they would prioritise the request and also put in a new request for a cheque and we would receive this within 3 working days.
What’s app- 10/02/2023 - appologised and offered to send the money to our bank account directly and was given a reference ID - xxxxxxxx
Telephone call - 23/01/2023- spoke to Jenny the manager ID number ( s7705690) and she gaurenteed me multiple times the cheque would be received by the 01/02/2023
What’s app - 22/02/23- they have taken complete responsibility and ownership and have requested for a refund to our bank account. The words she used was definitely this time your amount will be refunded within 3 working days.
So over a year ago this happened and still hasn’t been resolved. We made a complaint to the ombudsman but the case was closed immediately as they ‘don’t deal with damage to property’. I messaged back and stressed it wasn’t In regards to damage to the property it was about the compensation not received.
I am now after advice on weather or not people have took these to court and won. I’m 99% sure I have a very very strong case and I am more than happy to take this all the way just for the pure satisfaction of winning. Look forward to hearing your views.
Thanks James
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