Day Forty-Four: A Reply from CISAS

Received a letter from the CISAS in response to my online application...

Ok, so I didn't read that bit..... so it's back to Virgin Mobile to continue the complaint.

The first thing to do is formally reject their offer of compensation; so I send the following email:

Hello EEEE,

Firstly thank you for the email and the offer of compensation which I am rejecting.

At the time of my phone call with your colleague I did not accepts these and clearly stated that I would consider the matter further. I do not feel these adequately compensate for the loss of service, my time spent raising this issue or the mental anguish of being unable to communicate with my family through no fault of my own; even though I made a number of attempts to resolve this situation. The fact that my phone service was only restored as the result of an automated direct debit simple re-enforces the abject failure of Virgin Mobile to assist, help or provide any kind of "Customer Service" during this time. This is further compounded by a failure to meet your own customer service policies (as stated on my most recent bill) to:

• Provide "a personal reply sent within 24 hours. Letters and faxes are answered within 4 days, but usually sooner."
• "We´ll continue corresponding with our customers to keep them up to date with what´s happening, but this isn´t usually necessary - 95% of all our replies confirm that their problem´s been resolved!".

The phone call of the 19th of February and your email constitute the first communication instigated by the Virgin Mobile Customer service team (rather than an automated computer) since I first call to complain on the 27th of February. Please reply to my original letter (and email) of compliance and address the issues and claim for compensation raised therein.

Best regards,

...let's see what happens next.