---------- Forwarded message ----------
From: Nurul.Ahmed@financial-ombudsman.org.uk
<Nurul.Ahmed@financial-ombudsman.org.uk>
Date: Thu, Sep 25, 2014 at 12:38 PM
Subject: RE: New update/Fwd: Update/Fwd: Ofcom reference: 1-266978842
To: Erik Ribsskog <eribsskog@gmail.com>
Dear Mr Ribsskog
Thank you for copying the Ombudsman into your communication with the ICO.
We deal with a wide range of complaints about financial services - but
unfortunately, from this issues you've raised, it doesn't look like
your complaint is something we would look into. This is because the
type of financial services activity you've complained about isn't
covered by the Financial Ombudsman Service.
You may wish to refer the matter to the Ombudsman Communication
Services , who may be able to assist you with this matter.
Ombudsman Communications Services
PO box 730, Warrington WA4 6WU
phone: 0330 440 1614 / 01925 430 049
fax: 0330 440 1615 / 01925 430 059
http://www.ombudsman-services.org
enquiries@os-communications.org
If you have any information that you think means your complaint is one
we would look at, please let me know.
Yours sincerely
Mr Nurul Ahmed
Consultant | Tel 0203 487 3944 | Fax 0203 4873945
| Financial Ombudsman Service |Exchange Tower 2|Harbour Exhange London E14 9SR
-----Original Message-----
From: Erik Ribsskog [mailto:eribsskog@gmail.com]
Sent: 25 August 2014 01:53
To: casework@ico.org.uk
Cc: CollectionsAccountReview@virginmedia.co.uk; CISAS; Q&A
Subject: New update/Fwd: Update/Fwd: Ofcom reference: 1-266978842
Hi,
here is a new letter, from Virgin, (from 20/8), to do with this case,
that I attach a scanned copy of.
Best regards,
Erik Ribsskog
---------- Forwarded message ----------
From: Erik Ribsskog <eribsskog@gmail.com>
Date: Sat, Aug 23, 2014 at 1:56 AM
Subject: Update/Fwd: Ofcom reference: 1-266978842
To: casework@ico.org.uk
Cc: CISAS <CISAS@idrs.ltd.uk>, post <post@mfa.no>, Legal LSC
<legal.lsc@legalservices.gov.uk>, she <she@topdanmark.dk>, Politikk
Høyre <politikk@hoyre.no>, Akademikerforbundet
<post@akademikerforbundet.no>, LHT Customer Service <csc@lht.co.uk>,
Runcorn Office <runcornoffice@taroe.org>, Info <info@tpas.org.uk>,
Bjørn Ribsskog <bribsskog@gmail.com>, admin
<admin@lpl-norwegian-consulate.org.uk>, ITCGM- Norwegian Consulate
<norconsulate@itcgm.co.uk>, "hv-02.kontakt" <hv-02.kontakt@mil.no>,
"anne-kathrine.skodvin" <anne-kathrine.skodvin@ica.no>, "post@nav.no"
<post@nav.no>, "steve.rotheram.mp" <steve.rotheram.mp@parliament.uk>,
"complaint.info" <complaint.info@financial-ombudsman.org.uk>,
rcjchancery.judgeslisting@hmcts.gsi.gov.uk, "emb.london"
<emb.london@mfa.no>
---------- Forwarded message ----------
From: Erik Ribsskog <eribsskog@gmail.com>
Date: Sat, Aug 23, 2014 at 1:49 AM
Subject: Re: Ofcom reference: 1-266978842
To: CISAS <CISAS@idrs.ltd.uk>
Cc: post <post@mfa.no>, Legal LSC <legal.lsc@legalservices.gov.uk>,
she <she@topdanmark.dk>, Politikk Høyre <politikk@hoyre.no>,
Akademikerforbundet <post@akademikerforbundet.no>, LHT Customer
Service <csc@lht.co.uk>, Runcorn Office <runcornoffice@taroe.org>,
Info <info@tpas.org.uk>, Bjørn Ribsskog <bribsskog@gmail.com>, admin
<admin@lpl-norwegian-consulate.org.uk>, ITCGM- Norwegian Consulate
<norconsulate@itcgm.co.uk>, "hv-02.kontakt" <hv-02.kontakt@mil.no>,
"anne-kathrine.skodvin" <anne-kathrine.skodvin@ica.no>, "post@nav.no"
<post@nav.no>, "steve.rotheram.mp" <steve.rotheram.mp@parliament.uk>,
"complaint.info" <complaint.info@financial-ombudsman.org.uk>,
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
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> 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
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> The Information Commissioner's Office cannot guarantee that this
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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
>
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>
>>
>
>> Any views expressed in this message are those of the individual
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>
>> and do not represent the views or opinions of Ofcom unless expressly
>
>> stated otherwise.
>
>> *********************************************************************
>> *
>
>> ********************************************
>
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