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Superuser
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Message 11 of 33
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Re: Do I notify OFcom or Police??

Like acyberax says, its a civil matter not a criminal one.

Most service  companies sidestep the Fraud act by including remediation in their TOS. If a refund is  possible, even if they overcharge you,  there's no intention to materially gain.

Never ask a Police Officer about the law.  Dont even ask a Solicitor. A Barrister or a bod referred to as M'lud are the people who KNOW what they are talking about.

 

 


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Superuser
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Message 12 of 33
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Re: Do I notify OFcom or Police??


thedelboy wrote:
It becomes a criminal matter when the money leaves my bank and goes into theirs! I have checked this thoroughly! But thats not the point,tbh I just want it sorted by Virgin rather than waste my energy and time and that of Legal services for that matter, Why do Virgin make themselves so unapproachable? Why can't they just say "Sorry we made a mistake,this is your Actual final bill!" It would save all this stress they have put me through. I am in panic mode already due to having to go for another operation on jan24th 2016 has been a bad year for me so far my Mum died in March through being given a medication the hospital were aware she had a serious allergy to,then on November 16th my Father passed away,so with all that and now Virgin being a pain its just too much ! All I want is this sorted in a proper professional manner not to be treated as a pest because I questioned my bill Is it too much too ask? Try being a customer would you put up with it???

What you ask for is totally reasonable. And it should not be beyond the wit of VM or any other provider to sort it out for you.

I will send you a PM shortly, look for the little purple envelope, top right of your screen.

 


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Superuser
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Message 13 of 33
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Re: Do I notify OFcom or Police??

I had something similar about a couple of years back when I had to cancel for a year.

You are billed a month in advance, so I would check the billing dates you could be paying for period 5th Jan to 4th Feb. 

When I cancelled they charged me the month in advance and refunded the money after the account was closed, crazy I know.

I would give them a ring after the holiday, I am sure it will get sorted in the end.

 

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thedelboy
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Message 14 of 33
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Re: Do I notify OFcom or Police??

I didn't think of that,and Virgin customer services did not tell me that either! If they had of done I would not be so worried! I cant understand why Virgin did not say that,if you know you will be refunded after they sorted it out it would put your mind at rest!last year they could not have been any more helpful than they were,which is why I am so shocked at them this year! Thank you again you have been a great help and have put my mind at ease thank you
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jamesofmerton
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Message 15 of 33
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Re: Do I notify OFcom or Police??

you most certainly have not checked it thoroughly. it is a civil matter. if you contact the police it is possible you could be done for wasting police time. there is no scam afoot. incompetence maybe, but no scam.
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thedelboy
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Message 16 of 33
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Re: Do I notify OFcom or Police??

Hmm I take it you work for Virgin, because its obvious you have seen only what you want to see! Please read my earlier post " It becomes a criminal matter once the monies are taken from my bank account " This IS according to a Senior Serving Police Intel Officer!! As I have stated also "I would prefer to sort this out amicably! If Virgin can explain WHY the amount is so high?,Why they dont seem interested in renewing my Contract?, Why has no one contacted me from Virgin full stop?.. I have been a good customer for over twenty years for the last nine years have had Sporadic internet at best,forever having to repeat downloads 2 to 3 times due to internet dropping etc etc etc! I still remained loyal ! When I tried to set up a renewed contract the person I spoke to seemed disinterested and I got fed up and said it didnt matter I would look elsewhere! Sky are looking like an option but I would not be standing by my own Morals if I signed up to anything involving Murdoch (I dislike his attitude on hacking and his companys bias on news ie he favours one Political party and always has a slant that make that party look better than others even when they are wrong!) But thats off topic!
I always stay well within the law and expect any company I have dealings with to do the same! As stated advice I had originally was from a serving officer who gave me the name of the person to contact who will deal with this! I would never waste anyones time Especially a Police officers or any other of Her Majesty's Forces! Thankyou
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BB4ALL
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Message 17 of 33
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Re: Do I notify OFcom or Police??

If you have the time, what I did was go online and look for a site called Resolver. Then put your story down on their form and I guarantee you will get a reply from Virgin within 3 days. I don't know how they do it but it certainly worked for me after spending hours relating a problem I had with Virgin about the service I was paying for but not receiving, they got their act together and fixed it pronto. I also had the same problems with BT and used the same channels through Resolver and it worked a treat. They were asking me for £172 cancellation fee after closing my account without my consent to give to another customer whilst I was out of the country on holiday to come back to no services at all. The amount was cancelled and they pleaded with me to give them another chance but I had already signed up with Virgin much to my disappointment. They are all the same, their customer care sound so helpful over a telephone but they never keep their promises to deliver what they say they will. Try Resolver you won't be disappointed. 

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Forum Team
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Message 18 of 33
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Re: Do I notify OFcom or Police??

Hi thedelboy

Thanks for dropping by with your post regarding the current bill.

I feel things seem to have gone a little awry on this thread and hope to be able to simplify things here for you and put you mind at rest. I do appreciate your concerns and hope to help out.

Our statements bill as normal until the date of disconnection. At this time they fully refund any overcharges if you have paid in advance and the payment has already processed.

Overcharges if they have been debited are refunded to the account holder once the account has been disconnected.

With respect to your account, as @griffin mentioned, you have on your current statement been billed beyond the disconnection due date. This is why the charges are higher than expected as these fall into the new period you would have been in without the offer pricing you have with us currently. That is why this bill is higher than expected.

As those charges are not relevant to your bill until after the 4th you are due to get the majority of this current bill amount refunded. If you’d like to check in with our Webchat team regarding this they can advise you on the exact balance that is refunding back and give you more specific information about the estimated final bill.

Your pending payment is not due to be paid until after the disconnection date so this too will adjust to reflect the exact balance you should be paying. The date this is projected for will also change as the final payment due date will adjust the date that the final bill is due.

We will send a final bill to you once the account closes. All final bills are sent through the post not via email.

I’m also going to send a private message to you to support you further. You can find this in the purple envelope up by your forum name.

I hope to hear back from you soon.

Kind regards.

Karen_A
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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thedelboy
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Message 19 of 33
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Re: Do I notify OFcom or Police??

Hi Karen,I dont know whether to start the renewal process now or wait until January (contract runs out 4th Jan2018) I am only asking as I helped my ex renew her contract two weeks ago and it was again a horrific experience although now sorted for her! 

My worry is after last years fiasco I really don't want to go through that again can you work something out for me as I dont want to ruin my Christmas by worrying about sorting out a new contract ! I am still having to use "Carelink" due to my condition fluctuating so Telephone Wifi and TV are basically my link to the outside and my communication wit Family and Friends! thank you for reading I am asking you because of the great help you gave me last year! thanks again Derek

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Message 20 of 33
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Re: Do I notify OFcom or Police??

Hi Derek

Thanks for getting back to us on the forums Smiley Happy

If you'd like to pop back to me on my forum PM to you I'll look to see what I can support with for you this time.

You can find this on the forums on the top right in the purple envelope.

Hope to speak soon!

Karen_A
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"