Update: thanks to Reddit and a deep dive back through my records I've found that I was originally correct, this was linked to a device plan from Virgin mobile. My problem now is that I can log into the Virgin credit agreement page but links to manage the account are broken, so there is no way to pay off the remaining balance. If I ring Virgin, they will direct me to o2, who can't help me with a credit agreement I made with Virgin.
I raised a query about this on the customer service chat a few months ago but it isn't resolved. I have been charged £12 by Virgin Media for more than 18 months and I can't find an explanation for this on any bill or email. Obviously I'm at fault for not querying this earlier, I assumed it was related to my old virgin mobile contracts but checking my bank records, the mobile charges were listed as virgin mobile and not virgin media.
I raised the query with the customer service chat a few months ago. They said the additional £12 was taken every month because I was out of contract on my broadband package and the 12 was the difference when my new customer offer eneded. My bill went from £20+ to £50+ when my old contract ended and the £12 was charged in addition to both of those payments, so the explanation doesn't make sense. I assumed that when my new Broadband contract started in February '24 the £12 charge would stop. It hasn't.
I want to find out why that £12 has been taken for nearly two years with no bill or invoice to account for it, and I'd like to know if I'm eligible for a refund. I must have agreed to the charge when it was first set up but can't find any record of what it os for. I have cancelled the direct debit for that £12 until I get an explanation for the charge.
I haven't got time to spend hours (it took 4 hours for my last query) resolving this on the customer service chat function. Help please!
