Complaint Rating:

Earlier this month my mother passed away. I rang VM to cancel her subsciption for her TV, Phone and Broadband Service. No problem. I was told that I was not to worry for a couple of weeks and to contact them when I felt I could make arrangements for the equipment to be collected. Fine. On the day of my mother's funeral an engineer called at her house on two occassions to collect the equipment, both times leaving a card saying that he'd called and the card stated that as we had not been there they would take legal action against us to recover their equipment. Obviously I was furious! I had made no arrangements with them and would have certainly not made them for the day of the funeral. I phoned the next day and spoke to a very apologic customers services lady. I also made an official complait through their website. In the meantime I made an appointment for the equipment to be collected. Last Friday at 1pm. Because of the problems I had it was agreed that I could have a fixed time appointment plus I also spoke to the engineer who would be coming and he said he would be there as near to 1pm as possible. Bearing in mind that my mother's house is a 45 minute drive, the house is empty and I have to take time off work to be there. I was there at 12.30. I waited until 3.30 and then rang customer services. I was told that no engineer would be coming. When I asked why I was told that there was a problem with the worksheets and no-one could come. Speechless and furious!!! I went home. On my way home my mother's neighbour rang and said that the engineer was at the house. He was threatening, agressive and rude and said that legal action would now be taken against us this time for £500. I asked my mother's neighbour is she would let him in to collect the eqipment as she has a key. Which she did. Thank goodnesss! Now I don't have to deal with them ever ever again! I have emailed the complaints department to tell them what happended and asked that they do not ring me or attempt to contact me otherwise I cannot be resposible for anything I might say... It's the most appalling display of poor customer service I have ever witnessed! Worse than BT! I think Virgin Media should hang their heads in shame!