I am reaching out to voice my concerns regarding a recent experience with Virgin Media, where I feel I was not only misled during the sale but also faced with an unhelpful response from your team thereafter. Initially, I sought a broadband-only package, a request that was denied with the assertion that only comprehensive packages were available—a statement that has since proven untrue. Subsequent interactions, especially as my contract neared its conclusion, further exemplified the lack of customer care. Offers made over the phone did not match the more competitive deals found on your own website. When I pointed this discrepancy out, the representative insinuated that I was mistaken, an accusation that was both unprofessional and unfounded. Efforts to escalate my concerns to management were met with promises of a callback within 3-5 days, a response time that I find unacceptable and indicative of a broader disregard for customer satisfaction. Moreover, my request to review call records from my initial sales conversation was dismissed, with the explanation that recordings are only retained for six months—an all-too-convenient policy that precludes accountability. My subsequent calls to your customer service department have been equally frustrating. The first representative displayed a clear disinterest in retaining my business, and the second, while perhaps more sympathetic, cited system limitations as a barrier to assisting me further. Requests to speak directly with a manager were deflected, reinforcing my impression that Virgin Media prioritizes neither its customers' experiences nor their feedback. This series of interactions has left me feeling undervalued as a long-standing customer. It is disheartening to witness a company that appears more concerned with profit than with providing genuine service or rectifying its mistakes. For those seeking reliable customer service, I must, based on my experience, advise looking beyond Virgin Media.