For those following my appalling customer experience with @viginmedia their incompetence & evasion gets worse by the day. This is a long thread but this text exchange has a Kafkaesque quality worth persevering with. Please help by retweeting this far & wide my friends & contacts.

20 JULY.

Me: Hi I would like you to sort out the mess you are making re my account. I know this is not a problem that you have personally caused – it is your company that I am extremely unhappy with. The details are etc.

24 JULY.

Me: Any news

Virgin: Okay, we’ve got your query. We will be with you asap. We’ve transferred you to the right team … we will definitely respond … unless your query is urgent please help us by not calling in. Hi, you're speaking to XXXX . Can you please tell us about your query?

Me: Hi XXXX. Thanks for responding. I already sent the details through on this number. I have cut and pasted my text.

29 JULY.

Me: Hi XXXX. I was wondering how this was progressing. Could you update me?

Virgin: Hi, we’ve transferred you to the right team … unless your query is urgent please help us by not calling in. How can I help you today?

31 JULY.

Me: This is what I sent to your colleague XXXX a few days ago.

Me: Sorry to be a bore. Any news?

Virgin: Hi, we’ve transferred you to the right team …. unless your query is urgent please help us by not calling in.

Virgin: Hi, My name is YYYY … how can I help you today?

Me: Hi YYYY. This is what I sent to your colleague XXXX.

Me: Also could you make sure you get back to me this time - after contact from XXXX and others it goes dead until I ask for an update- then I am bumped back to the start again

Virgin: How can I help you today?

Me: Are you serious - the 5th time I've had this message

Virgin Hi, we’ve transferred you to the right team … unless your query is urgent please help us by not calling in.

Virgin: Thanks for contacting the Web Messenger team, I've got your query and I'll help you fix it, in order to do this, I just need to get a few details.

(series of on line security questions until the following message ‘the secure form could not be opened. Please contact your agent for assistance’)

Me: The link doesn't work - it will not allow me to open the form.

Virgin: thank you - how can I help?

Me: Your joking. I am already in the system - please don’t bump me back to the start for the 6th time in 2 weeks

Virgin: I can't see what the query is

Me I am already in a conversation with one of your team. Could I suggest you talk to one another?

Virgin: You will need to explain how I can assist you today as there are no recent notes on the account

Me: This is the message I received from you today - I have had long exchange of texts ever since. The trail has now gone dead.

Virgin: there was no query attached.

Me: Unbelievable. Your colleague YYYY has been dealing with this. For the 7th time since 20 July this is my original complaint etc. Can you give me a complaint number

Virgin: You don’t have a complaint logged

Me: Are you saying XXXX and YYYY did not log my complaint?

Virgin: There is no complaint. I will the log the complaint now. Can I get what this complaint is about please?

Me: Apologies if I seem a bit impatient but for the 9th time etc

Me: I'm off out shortly - any update?

Virgin: You have not advised me on how you would like me to help you. I haven't received anything

Me: To be absolutely clear, here is part of it again

"A) stop sending me demands for payment for a service I never wanted or needed B) Let me know that you have taken this action including NOT referring this to a debt collecting agency C) And an apology would be nice"

Virgin: I can see the account was closed but the land line was left open, I can see you was advised of this

Me: And I said I didn’t want that service as my new supplier was providing it - I made this clear on 29th November 2019

Virgin: '11/11/19 called to cancel tv/bb' - this is the last note on the account

Me: Ok - and again I'm not blaming you personally. I am astounded that nothing has been logged since 11 November 2019. Could you give me a reference number and a link to your complaints procedure.

Virgin: I can log a complaint now and the complaint team will contact you

(8 months and 1 day after I first raised this with @virginmedia)

Oh, and I had this in the post yesterday from a debt collecting agency