hypnohugs

@virginmedia Thank you I will pass the details over.

@hypnohugs If she calls our team on 0345 454 1111 and passes data protection on the account, we will be able to do this for her ^DB

@virginmedia I need to ask why you have left my mother in tears by not offering her support. I will discuss more when you contact me

@virginmedia How does she arrange a DSAR? She was told the call was recorded. Thank you for your continued help

@hypnohugs Not all of the calls are recorded due to the volume we receive each year. However, only the account holder can ask for a data subject access request, on the account, which can include all notes on the account, as well as recordings ^DB

@virginmedia Thank you - my mother told the agent she doesn't have a display on her phone so that wouldn't have worked. I take it your calls are recorded? How do I obtain that recording?

@hypnohugs Thanks for coming back to us. We can't stop calls going through to a landline, but we can add Caller Display to the package which is a chargeable service ^DB

@virginmedia It was something to do with landline call screening as far I can tell

@hypnohugs Do you know which service was offered at an additional charge? ^AB

@virginmedia Thank you for a swift reply - She has called in to ask for help to stop bogus calls to her landline. She has TPS and has had for years but was told if she pays an extra £2.50 a month Virgin could help. She is a vulnerable pensioner and can't afford it hence the tears

@hypnohugs Hi there, oh no! I'm so sorry to hear this. That is certainly not the level of service we aim to provide. Can you expand on what has happened please and I will be more than happy to help? ^AB

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