WG19

Recurring system error with software update for security intelligence update for MS defender antivirus, which was reported to CCleaner and eventually escalated to specialist support - total lack of communication. Emails remain unanswered and the feedback email address is now not recognised. I have been a customer for several years and less than impressed with recent poor customer service.
Edit 15/10/25
CCleaner sent an mail asking for full information regarding the problem (previously provided). I responded to the email address provided and here is the response:


This inbox is not monitored

Thank you for reaching out. Please note that this email address is not monitored and we won’t be able to respond to any inquiries sent to this inbox. But, we’re here to help! For help and assistance, please visit our official support site:
(TRUST PILOT DOES NOT ALLOW LINKS TO BE INSERTED)

Thanks,
CCleaner Support Center
--
Ccleaner you really do need to sort out your workflows -

have had six months to carry out a very simple repair. Web chat lost the first job. Did it again and have spent hours on the webchat to them on several occasions. Agents appear to lack the ability to comprehend what is required, pass it to the right department and there appears to be no tracking to ensure the job is progressed and completed. Each time you contact Thames Water there is always a cut and paste list of excuses and nothing is ever followed up. complaints are ignored. The company needs radical reform.

Quick to ask for more information on Trustpilot and have acknowledged receipt. Not so quick to respond to email complaint and sort the problem out!

As of 20/9/25 - issue still not dealt with by Thames Water

Diabolical customer service
Order placed three weeks ago - no delivery chased them up, They replied stating there is problems with the order - no idea what problems! Asked if I still want the order, I replied and said yes, 7 days later, no sign of any paint, emailed them again and awaiting response.

POOR SERVICE & TOTAL LACK OF COMMUNICATION

DX were due to make delivery 3/11/23 they didn't. I waited in the entire day, there was no contact whatsoever from them. They have made it impossible to speak to anyone by phone. Their Live chat is never available. They have an online messaging system which they state they will respond to within 6 hours. They haven't! They sent a poorly worded text 4/11 stating they couldn't deliver today (I assume that refers to yesterday's missed delivery.) The text asked me to rebook which I have for delivery 6/11/23 - there is no time slots - just a generic all-day delivery, so no idea if and when they might turn up.

I AM LESS THAN IMPRESSED WITH DX's SHAMBOLIC SERVICE & COMPLETE LACK OF EFFECTIVE COMMUNICATION

25/8/21 PE me another email requesting meter readings. They also sent me a request for meter readings on 23/8/21, I sent PE an email advising I have SMET meters, as usual, the email has been ignored. I went onto online chat and the agent confirmed that I have up to date SMART readings and no action is required.

It really is about time PE get a grip and address their ineffecive admin systems and poor customer service.

SMART METER FAULTS. In March 2021 smart meters were installed and the in home device has never worked properly. Last week, the device has jammed only showing gas usage, an email to PE has not yet been answered. I phoned last Thursday (19th Aug), the call agent said issue would be referred to the back office team and someone would be in touch in 48 hours - as usual nobody has called. Phoned again this morning (23/8) agent said fault would be elevated and I should hear from someone in 48 hours, (from past experience I know that it is highly unlikely I will get a call) and the fault will fall into PE's big black hole, never to be seen again. Whilst speaking to the agent this morning the call dropped out (as is so often the case for calls to PE) the agent didn't bother to try and call back!

Previous complaints with PE have been upheld, I really can't be bothered to complain about poor service yet again.

106 days ago, SMART meters were installed, and I have spent countless hours of my time ever since trying to get People's Energy to resolve several issues. Their customer service is utterly appalling.

No doubt this review like two previous well evidenced reviews, which fully complied with Trust Pilot's criteria will get flagged for removal.

I will think very carefully before renewing my contract with People's Energy.

I got a message from Trust Pilot questoning the authenticy of my reviews in respect of a an energy company who I have provided two evidenced negative reviews for. Trust Pilot asked me to confirm that my reviews were genuine and I did. Trust Pilot asked me to provided documentary evidence of communication between me and the company - I did. Yet they havent reinstated my negative reviews. I also see that all of a sudden the negative reviews for the company have fallen from 20% to 15% over the weekend.

Who suffers? Well of course its the consumer, who has to put up with shambolic service from suppliers. I give up!


EDIT 18:09hrs. 16/06/2021

Thankyou for your reply, unfortunately the email address provided is being rejected by the server and I am not getting any response to emails sent to contentintegrity XXX trustpilot XXX

EDIT 08:28 hr 30/06/2021
So I have emailed the new email address on 25th June and still no response from Trustpilot to this or previous emails.

EDIT 10:16 07/07/2021
Depsite following Trustpilots advice as to how to make contact there is still no response from them after a number of weeks. My evidenced negative reviews of People's Energy (which were upheld by the company) have still not been reinstated.

If you respond on here, please dont send me any more unhelpful advice as to how to make contact with you, as Trust Pilot never responds to any communcation.

Here is a snaphot of problems I have had with People's Energy since SMART meters were installed on 11th March.

1. 11 weeks later the home display is still not working
properly.

2. I have sent them several meter readings, but they
have not produced an up-to-date bill.

3. E mails: although People’s Energy create a ‘ticket’
e mails are often closed with no apparent action
taken to resolve the issue.

4. It is practically impossible to communicate via
webchat; their estimated waiting times are usually
very misleading.

5. There is a long wait to get phone calls answered,
when you do get through, their agents tend to be
helpful and agree a course of action with other
back-office functions, regrettably these don’t get
followed through.

6. Phone calls are not returned: 30th April I spoke to
a customer service agent who said a manager
would call me back – I am still waiting!

7. I have a large credit balance on my account I have
asked three times for this to be refunded – no
acknowledgement and no refund to date.

8. On 14th May a People’s Energy Team leader e-
mailed me in response to an email. I found his
response unhelpful and sent a response inviting
the team leader to call me. Despite this email, and
a follow up phone call, I am still waiting for the
team leader to make contact and resolve the
issues I have raised.

Sadly I have completely lost confidence in People’s Energy.

DO VIRGIN ACTUALLY BOTHER TO READ?

Below is a recent review of Virgin Media where I made the point that even when you send details of your complaint to the text number given, as usual wuth Virgin this is ignored. So what was the feedback? Text this number ....... typical cut and paste response without reading what the customer has said!

Totally useless customer services and…
Totally useless customer services and complaints department

I have been trying for over three months to get virgin media to investigate my complaint. Their policy appears to be ignore the customer, whether it is by email, web-chat or telephone call.

You get an e mail saying they have to tried to contact you by phone and we’re unable to do so. This appears to be a standard response and totally untrue.

You complain on here and their agents tell you to text your issue to a no. What’s the point this is totally ignored too.

I have been with VM and their predecessors for nearly 30 years; it appears that only new customers get looked after to simply get their business.

I’m fed up with virgin media, and will not bother to renew any of my contracts with them, not that they appear to care!

Reply from Virginmedia
3 hours ago
Hi ,
I appreciate your patience even if things haven’t been going well recently. We do have an alternative to calling if you do still need help? Just send us a text with an explanation of the issue to 07533 051809 for cable services, or 07533 016422 if the problem is with your mobile services. We’ll get back to you as soon as we can with further help.
Bela – Virgin Media

Totally useless customer services and complaints department

I have been trying for over three months to get virgin media to investigate my complaint. Their policy appears to be ignore the customer, whether it is by email, web-chat or telephone call.

You get an e mail saying they have to tried to contact you by phone and we’re unable to do so. This appears to be a standard response and totally untrue.

You complain on here and their agents tell you to text your issue to a no. What’s the point this is totally ignored too.

I have been with VM and their predecessors for nearly 30 years; it appears that only new customers get looked after to simply get their business.

I’m fed up with virgin media, and will not bother to renew any of my contracts with them, not that they appear to care!

So the bulk standard response from Virginmedia is below. As expected, no willingness to take ownership and address the issues, I give up!

Last week I posted the review below regarding their very poor practice of 'cut and paste' standard responses without ever dealing with the issue. Well what a surprise; their response is a bulk standard 'cut and paste' response. What is the point of wasting time sending a text with details of the complaint? Like complaints via their email portal to the complaints resolutions team it will undeoubtedly be ignored.
👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎
Virgin Meida are utterly appalling when it comes to customer service!
👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎

Previous Review:

Customer service is simply not good enough
Virgin media are utterly appalling when it comes to dealing with customer complaints. There is a clear culture of using bulk standard cut and paste responses which dont address the issue(s) raised.

Their Resolutions team appear to do little more than log and close complaints as fast as possible. They often state 'We also tried to ring you but couldn't get through.' This is false they make no attempt to call.

If only it was so much easier to get broadband switched over on a specific date rather than their long window period, I would ditch Virgin media. I have been with them for over 30 years (includes companies they have bought), there is absolutely no reward for customer loyalty, in fact quite the opposite as new customers get much better treatment. Their prices are over inflated and customer service is simply not good enough.

Phoning Virgin Media to complain is equally frustrating, call takers clearly read from a list of drop-down responses on a screen and are unable to think outside of that regime. I was promised a manager would definitely call me within 72 hours, 7 weeks later and with repeated follow ups, I am still waiting!

Reply from Virginmedia
4 days ago
Hi,
Thank you for your honest feedback. I’m sorry we’ve not met your expectations so far. If you still need help, please send us a text with an explanation of the issue to 07533 051809 for cable services, or 07533 016422 if the problem is with your mobile services. We’ll get back to you as soon as we can with further help.
Jackie – Virgin Media

Yet a further bad review for British Gas Homecare

Every time I use them, they mess things up and deliver a shambolic service with poor levels of professionalism and occupational competence.
Such a shame there isn't a Zero Rating; that's what British Gas Home Services customer service deserves.
Following a further electrical fault, I had to wait four days for an engineer to attend, and as per normal they failed to arrive on the day as the engineer had been diverted. A subcontractor working on behalf of BG Homecare attended the following day and said he had both identified and fixed the problem, Only after he had left I found that the problem had not been fixed. Following a further 50 minute call to BG Homecare, an engineer can't now attend for a further six days - unbelievable! I have no faith whatsoever in British Gas and my only regret is contracting them in the first place. A further complaint has been made and I am sure I will receive the usual advice that "we seek to continually improve and are very sorry ........." I will need a great deal of convincing that it is in my best interest to renew their contract at the end of 2020 enough is enough.

I note Dave's update. As mentioned above a further complaint has been made and will be investigated by BG but i have little faith there will be any positive outcome.

Such a shame there isn't a Zero Rating; that's what British Gas Home Services customer service deserves.

Avoid British Gas Home Services at all costs. I rang with an emergency situation with the electrics, they would not attend for three days. The complaint was elevated to a manager, he arranged for an engineer to call the following day between 0800 and 1300hrs. They failed to arrive and a complaint to a further manager resulted in the assurance that an engineer by 1800 hrs the same day, the manager said he would ensure that the engineer kept me updated. The engineer failed to arrive and there was no phone contact The emergency number the manager provided closed at 5 pm and now not open until Monday.

Customer service is an absolute shambles. Their performance is utterly disgraceful and it's disappointing that their customer service gives the impression it couldn't care less. Is it a wonder that they have received 100,000 complaints in 6 months and I am told that customers are leaving in droves.

I will be without power in several rooms for 4 days, and will have to wait until Monday to try and get the attendance of an engineer - I have no confidence one will arrive.

I will be making a formal complaint, but from previous experience, British Gas are quick to close the complaint and never seem to learn lessons from their ongoing poor performance, and like others, I will leave British Gas Home Services for good at the end of my current contract as there is no reward for customer loyalty.