a. they are both useless

b. their "customer service" is appalling

c. they will try and rip you off

d. all of the above

The answer of course is d. I am currently banging my head against a brick wall with both of these companies as I attempt to sort out a lost parcel with Royal Mail which they refuse to compensate me for and charges from Virgin Mobile for 1 second "calls" where their network has failed, and phantom internet access.

I've got to the point where I question the value of continuing either complaint as it is taking up my time which might be better used in something more productive. But on the other hand there is a principle involved and neither of these companies should be allowed to get away with ripping off their customers.

They are sticking to their positions, ignoring my questions and generally being obstructive and unhelpful. My only option looks likely to be taking matters further with relevant ombudsmen. But what powers do they have? Are they any more likely to see common sense? Does common sense even apply in the modern world? I'm beginning to think not.

I've referred the Royal Mail complaint to their review panel, a supposedly independent ring-fenced unit "outside" of the customer service department (I have my doubts). They will take a little time to look into it so I don't have to do anything on that front for the time being.

Virgin Mobile, on the other hand, will need another letter asap, when I have time to write it. I will sleep on it before deciding whether to proceed with another complaint. I have a feeling I have to write again as the standard of their first response was lamentable and, as usual, ignored the pertinent points made in my initial letter, presumably because they have no defence to the claims.

What has happened to customer service in the UK? Is there any company out there who treats its customers with respect and as human beings? If so they are becoming a rarity. Looks like both Royal Mail and Virgin Mobile can be added to Vodafone and Cheltenham and Gloucester in the list of utterly useless companies that must be avoided at all costs. None of them will be getting any business from me in the future and I will continue to make sure they get as much bad publicity as possible.

Ripping customers off may result in short term gains but in the long run is unlikely to prove a profitable business model.