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.
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> __________________________________________________________________
>
> 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. However, you open any
>
>> attachments at your own risk.
>
>>
>
>> Any views expressed in this message are those of the individual sender
>
>> and do not represent the views or opinions of Ofcom unless expressly
>
>> stated otherwise.
>
>> **********************************************************************
>
>> ********************************************
>
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