Virgin fined £28m in the UK for deliberately making it hard for customers to switch to another provider

[charlie007]

This is of course the UK, but on and on it goes.
Hanging up on customers who are trying to cancel....OOOPs...

Virgin Media fined after hanging up on customers trying to cancel contracts

Millions of phone calls from customers were "likely mishandled" over nearly a three-year period, the regulator says.

www.bbc.com

 

[Brendan Burgess]

That is really shocking.

Ofcom's investigation uncovered behaviour including: excessive and unnecessary call transfers, deliberately hanging up calls, repeated attempts to pressure customers to stay, and unnecessarily and repeatedly keeping customers on hold.

It said Virgin Media's commission scheme "effectively encouraged" and financially rewarded call centre agents for "behaving in this way".

 

[Brendan Burgess]

It is one thing to be inefficient and take time to answer the phone.

It is quite another to encourage staff to deliberately frustrate people. Heads should definitely roll.