Hi,
I think I've complained to Cisas already.
So I wanted to escalate to your line-manager, for a second opinion, please.
Erik Ribsskog
On Mon, Sep 8, 2014 at 3:41 PM, CISAS <CISAS@idrs.ltd.uk> wrote:
> Dear Mr Ribsskog,
>
> Thank you for your e-mails.
>
> We note the points and concerns you have raised.
>
> 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.
>
> To use our service you must make a formal application after you
have exhausted the Company's complaints procedure. Applications can be
made through our website. Alternatively you can submit your application
by email or post. We note you state that you have encountered issues
complaining to Virgin. You may contact in writing at:
>
> Caroline Probert
> Virgin Media
> Po Box 333
> Matrix Court
> Swansea
> SA7 9BB
>
> Email : TacticalTeam@virginmedia.co.uk
>
> In order for CISAS to consider your complaint, you will need to
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.
>
> If the matter remains unresolved , please submit an application along with your supporting documents in due course.
>
> Kind regards,
>
> Jean-Marie Sadio BA (Hons) Bsc ( Hons) ACIarb
> IDRS Limited / CISAS
> CISAS
> International Dispute Resolution Centre
> 70 Fleet Street
> London
> EC4Y 1EU
> www.cisas.org.uk / www.idrs.org.uk
>
>
> -----Original Message-----
> From: Erik Ribsskog [mailto:eribsskog@gmail.com]
> Sent: 08 September 2014 01:10
> To: CISAS
> Cc: CollectionsAccountReview@virginmedia.co.uk; Q&A; casework@ico.org.uk; customers@moorgroup.com
> Subject: Update/Fwd: Complaint about Virgin and ICO/Fwd: Response from ICO regarding Virgin Media[Ref. RFA0550287]
>
> Hi,
>
> I send you a letter I got the other day, (to do with this case), from Moorcroft Debt Recovery Limited.
>
> I asked Virgin to 'freeze' the case, untill I've heard back, from you, the Ombudsmen.
>
> (Since I don't think this debt is 'real'.
>
> It's Virgin who owes me money, I think, (for distroying my wall, etc).
>
> Like I've explained about, in the forwarded e-mails).
>
> But Virgin didn't want to listen, it seems.
>
> And they were unreasonable, (I think I have to say), and have contaced a debt recovery company, about me, it seems.
>
> So this I wanted to update about.
>
> And I send a copy e-mail, to the mentioned debt recovery company.
>
> So that they'll freeze the case, (hopyfully), untill this case is finished, with the Government ombudsmen, (Cisas, etc).
>
> Best regards,
>
> Erik Ribsskog
>
>
> ---------- Forwarded message ----------
> From: Erik Ribsskog <eribsskog@gmail.com>
> Date: Tue, Sep 2, 2014 at 5:26 PM
> Subject: Complaint about Virgin and ICO/Fwd: Response from ICO regarding Virgin Media[Ref. RFA0550287]
> To: info@cisas.org.uk
> Cc: CollectionsAccountReview@virginmedia.co.uk, Q&A <contactus@stepchange.org>, casework@ico.org.uk
>
>
> Hi,
>
> I send this compaint on to you now.
>
> ICO wants me to go through Virgin's internal comlaint-procedure.
>
> But I don't think I have to do this, (to get ICO to look at my compaint).
>
> This is because, that Virgin doesn't have their general enquiery e-mail-address, on their website.
>
> (The e-mail-address, that I use, to copy them now, is one they've
used, in an e-mail they sent me, around a year, after that I wanted to
complain about them, to Ofcom, who also didn't have their general
enquiery e-mail-address, on their website, if I remember it right).
>
> If the company, (Virgin), don't have their general enquiery e-mail-address, on their website.
>
> Then they send a message, that they don't want correspondence, I think.
>
> So then it seems absurd, that someone wants me to still go through
their internal complaint-procedure, (when Virgin makes it that difficult
to complain, I think).
>
> Due to this, (that the Virgin complaint ended up with ICO, (I think
it was), and not Ofcom, (due to they not having an e-mail-address that
was easy to find, on their website, (and I've worked as a Company
Researcher, in 2007 and 2008, so I'm used with, that companies have
general enquiery e-mail-addresses, on their websited), has delayed the
complaint-process, I think.
>
> So this is also a complaint about Ofcom, I have to say.
>
> This is not about the actual complaint, (that Virgin visited my
address, like four or five times, to install a broadband-line, with up
to three people at a time, when BT only use one visit, and Virgin also
distroyed my printer, when they were here, and drilled an extra hole, in
the wall, kind of distroying my lounge a bit. And Virgin has also
charged me for a lot of months, (July, August, September and parts of
October), for internet, even if they disconected the line, around the
end of June, so I haven't been able, to use their internet, but have had
to buy mobile broadband, from EE/T-mobile. So I expect a monitary
compensation, due to that the first Virgin-enigneer, distroyed my
printer and my lounge-wall, and due to that I was harassed by Virgin, I
think, due to that I got many engineers visiting here, who didn't have
an apointment, and who sat on my lounge-floor, infront of the mentioned
wall, like they were praying in a mosque, etc. And he didn't have an
apointment, (and there were also about two more Virgin-visits, withour
apointment), and the internet didn't work, the first month, or so, so
this was all in all, very many problems and strange stuff, from Virgin,
that I wanted to complain about, but I didn't get the complaint sent
right, before almost a year to late, due to that the right
e-mail-addresses, weren't published, on the internet, and ICO didn't
want to send the e-mails on to Ofcom, the way I remember it.
> Something like that).
>
> Please just contact me, if you have any questions, to do with my complaint!
>
> Best regards,
>
> Erik Ribsskog
>
>
> ---------- Forwarded message ----------
> From: <casework@ico.org.uk>
> Date: Tue, Sep 2, 2014 at 2:46 PM
> Subject: Response from ICO regarding Virgin Media[Ref. RFA0550287]
> To: eribsskog@gmail.com
>
>
> 2 September 2014
>
>
>
> Case Reference Number RFA0550287
>
>
>
> Dear Mr Ribsskog
>
> Thank you for your further correspondence dated 1 September 2014 regarding Virgin Media.
>
> The email you sent to Virgin Media on the 31 August seems to be
related to your Virgin Media account and your dispute surrounding the
bills for July through to October, this dispute is not a data protection
issue. The email doesn’t seem to address the issue that you believe a
separate account has been set up fraudulently in your name.
>
> As previously mentioned in my correspondence, it is part of our
complaints policy that you bring this issue to the attention of the
organisation first, and then to allow 28 days for them to respond.
>
> If you remain dissatisfied upon receipt of a response from Virgin
Media, and for us to consider your complaint further we would require
the following:
>
>
>
> A copy of your complaint to Virgin Media raising the issue of the account that has been set up in your name fraudulently.
> A copy of any response you may receive from Virgin Media.
>
>
> Although we are unable to progress this matter without this
information, if you are unhappy with my response you can ask for this to
be reviewed.
> You can access the case review form through the following link:
>
> http://ico.org.uk/concerns/complaints_and_compliments/complain-about-us
>
> I am sorry that we can be of no further assistance at this stage.
>
> Yours sincerely
>
> Sarah Timperley – Case Officer
> Information Commissioner’s Office
> Telephone: 01625 545508
>
>
>
>
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