Complaint Rating:

To whom it may concern,

I telephoned your call centre to day to inform them of the change in my banking details for my direct debit. I told the the female person on the phone my new details which I wanted to be setup so that my Next payment in September 2007 would come out of that new account, because it was to late to stop this months payment coming out of my old account.

This is when I asked the operator would this be ok to do, The operator inform me that it would take 16-18 days for this to be set up and that august payment would come out of the new account along with septembers payment. I asked why I would have to pay two payments in September After she told me it was to late to stop this months payment To My utter surprise and amazement the operator told me to stop using abusive and raciest Language. When I asked what I said that was abusive and racist she could not remember so I asked to speak to her supervisor I was but on hold and the same voice came back on posing as the supervisor, When I said That I knew I was speaking to the same person she changed her story and said that she could not put me through to her supervisor and then hung up. I take great offense at been accused of you improper language since Im in a mixed race marriage and have two beautiful children of mixed race I would not tolerate the use of any racial or bigoted language against my own family I certainly would not use it to any other person If this is how Virgin Media train their staff I think they should review their training manual I was Deeply hurt and severely offended that a complete stranger would use such a underhanded tactic to cover their mistake. I thought Virgin was a company leading the world in its high standards of customer care sadly to day that was not the case.

Noel Kerr