Jeg sendte en e-post til Cisas

Erik Ribsskog

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Ofcom reference: 1-266978842

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Erik Ribsskog	Sat, Aug 23, 2014 at 1:49 AM
To: CISAS Cc: post , Legal LSC , she , Politikk Høyre , Akademikerforbundet , LHT Customer Service , Runcorn Office , Info , Bjørn Ribsskog , admin , ITCGM- Norwegian Consulate , "hv-02.kontakt" , "anne-kathrine.skodvin" , "post@nav.no" , "steve.rotheram.mp" , "complaint.info" , rcjchancery.judgeslisting@hmcts.gsi.gov.uk
Hi, thank you for your e-mail! This case is now with ICO, (casework@ico.org.uk), so I guess, that we should perhaps wait for them, to finish with their case-work, before I e.g. escalate to you. I hope this is alright! Best regards, Erik Ribsskog PS. Here is more about this: 'Erik Ribsskog ________________________________ Response from ICO regarding Virgin Media[Ref. RFA0550287] ________________________________ Erik Ribsskog Sat, Aug 23, 2014 at 12:05 AM To: casework@ico.org.uk Cc: rcjchancery.judgeslisting@hmcts.gsi.gov.uk Bcc: post , Legal LSC , she , Politikk Høyre , Akademikerforbundet , LHT Customer Service , Runcorn Office , Info , Bjørn Ribsskog , admin , ITCGM- Norwegian Consulate , "hv-02.kontakt" , "anne-kathrine.skodvin" , "post@nav.no" , "steve.rotheram.mp" , "complaint.info" Hi, I don't understand why I have to send about this, with 'snail-mail'. E-mails should be fine enough. Virgin don't have a general enquiery e-mail-address, on their website. So I then think I don't have to exhaust their internal complaint procedure. Since Virgin then sends a message, that they don't want correspondence, I think. (By not having their general enquiery e-mail address on their website). So I would have wanted a second opinion, to do with this complaint, please. So if you could please escalate, this complaint, to your line-manager. Thanks in advance for any help with this! Best regards, Erik Ribsskog On Thu, Aug 14, 2014 at 11:33 AM,  <casework@ico.org.uk> wrote: > 14 August 2014 > > > > Case Reference Number RFA0550287 > > > > Dear Mr Ribsskog > > Thank you for your correspondence dated 4 August 2014 regarding Virgin > Media. > > Your concerns > > I understand from your correspondence that you have received an email from > Virgin Media that suggests an account has been set up in your name; you then > received an email to say that the contact email address has been changed. > > Our response > > For us to consider this matter further you would need to make your complaint > in writing to Virgin Media and inform them of the specific reasons for your > complaint, we require evidence that this has been done and that you have > allowed them a certain amount of time in which to respond. > > The contact details for Virgin Media are as follows: > > Virgin Media Limited > Media House > Bartley Wood Business Park > Hook > Hampshire > RG27 9UP > > It may be beneficial for you to send your correspondence by recorded > delivery, this would evidence that Virgin Media have received your > complaint. We would say to allow them 28 days in which to respond. > > If you do not receive a response from Virgin Media in this timeframe, you > may wish to bring this matter back to us. > > Yours sincerely > > Sarah Timperley – Case Officer > Information Commissioner’s Office > Telephone: 01625 545508 > > > > > ____________________________________________________________________ > > > The ICO's mission is to uphold information rights in the public interest, > promoting openness by public bodies and data privacy for individuals. > > If you are not the intended recipient of this email (and any attachment), > please inform the sender by return email and destroy all copies. > Unauthorised access, use, disclosure, storage or copying is not permitted. > Communication by internet email is not secure as messages can be intercepted > and read by someone else. Therefore we strongly advise you not to email any > information, which if disclosed to unrelated third parties would be likely > to cause you distress. If you have an enquiry of this nature please provide > a postal address to allow us to communicate with you in a more secure way. > If you want us to respond by email you must realise that there can be no > guarantee of privacy. > Any email including its content may be monitored and used by the Information > Commissioner's Office for reasons of security and for monitoring internal > compliance with the office policy on staff use. Email monitoring or blocking > software may also be used. Please be aware that you have a responsibility to > ensure that any email you write or forward is within the bounds of the law. > The Information Commissioner's Office cannot guarantee that this message or > any attachment is virus free or has not been intercepted and amended. You > should perform your own virus checks. > __________________________________________________________________ > > Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, > Cheshire, SK9 5AF > Tel: 0303 123 1113 Fax: 01625 524 510 Web: www.ico.org.uk'. On Tue, Aug 12, 2014 at 10:59 AM, CISAS <CISAS@idrs.ltd.uk> wrote: > Dear Mr Ribsskog, > > > > Thank you for your email. Please note that in order to maintain our > impartiality, we can only advise you about the process of our scheme. > > > > CISAS is an Ofcom-approved redress scheme which individuals and small > businesses of up to 10 employees (customers) can use to settle disputes with > telecommunications providers that are subscribers to the scheme. CISAS can > only consider complaints about communication services, billing and customer > services issues between service providers and their customers. Please refer > to the Information for Customers guide for examples of the types of disputes > that we are unable to deal with. > > > > To use our service you must make a formal application after you have > exhausted Virgin’s complaints procedure. Applications can be made through > our website. Alternatively you can submit your application by email or post. > > > > We are unable to take on a complaint unless you can show that you have been > in dispute with the company for a minimum of 8 weeks (but no more than 12 > months). However if the company has provided you with their final response, > you can make an application to use CISAS immediately. > > > > You can also contact Virgin on; > > > > Caroline Probert > > Virgin media > > Po Box 333 > > Matrix Court > > Swansea > > SA7 9BB > > > > Email: TacticalTeam@virginmedia.co.uk > > > > We hope you are able to settle your complaint directly with the company as > soon as possible, however if the matter remains unresolved (and you feel > your complaint falls within the scope of the scheme), please submit an > application along with your supporting documents in due course. > > > > Yours sincerely > > > > CISAS > > www.cisas.org.uk > > > > > > > > -----Original Message----- > From: Erik Ribsskog [mailto:eribsskog@gmail.com] > Sent: 05 August 2014 17:42 > To: OCCtelecoms > Cc: CISAS > Subject: Re: Ofcom reference: 1-266978842 > > > > 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 > >> > >> > >> > >> > >> > >> > >> > >> ________________________________ > >> > >> ********************************************************************** > >> ******************************************** > >> For more information visit www.ofcom.org.uk > >> > >> This email (and any attachments) is confidential and intended for the > >> use of the addressee only. > >> > >> If you have received this email in error please notify the originator > >> of the message and delete it from your system. > >> > >> This email has been scanned for viruses. 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