Bad Service

My wife was in an accident, and we took the car in for assessment on the 28th April. I received a mail advising that Neresa will be handling my claim and will take 3-4 working days and that the next update will be the 5th May. Up until today I have received nothing about my claim which is over 5 working days and I am having to follow up with Virgin to get the status. This is not my responsibility! especially if you commit to a timeframe on feedback!