I have been trying to resolve this issue for over 4 months now, and I am utterly exhausted and mentally drained trying to deal with this. It has by far been the most appalling customer service I have ever experienced and I feel completely messed around by everyone I speak to, as they are either unaware of how to resolve the situation, promise a call back (which they never make), or provide incorrect assurances that the issue will sort itself out.
I finally thought I had made some progress on the issues when I called Virgin Media on behalf of my 83-year-old grandma on 20 January 2024. I ended up speaking to a supervisor who put my grandma on a new contract and finally added the rolling credit that had been missing from her account to bring the monthly bill down to £27 per month. He also applied a one-off credit of £72 to backdate the overpayments she had made, as she was paying £39 per month, when she should have only paid £27 per month for her package from the end of September 2023.
However, it was only after I checked her online account that I saw that the rolling credit was not applied correctly. A rolling credit of £31 was applied; however, the total cost of the package is £81 per month, therefore bringing the total cost to £51 per month, not the agreed £27 per month. I am now worried about £51 being taken out of my grandma's account in less than 2 weeks when the direct debit comes out and £51 coming out of her account every month until the issue is resolved, which could be another few months from the experience I have had so far in dealing with Virgin Media.
Since discovering this error, I have called four times to try and resolve the issue. On each occasion, I have been told that either the issues will be resolved, wait for the credit to be processed, or a callback, and on each occasion, the credit has never been processed, and representatives have failed to keep their promise of a callback. Every time a representative sends a form for a rolling credit (RK) to be applied, the relevant team within Virgin Media has failed to apply it. The total rolling credit that should be applied should be £57 per month (not £31) to bring the cost down to the previously agreed amount of £27 per month.
Nobody at Virgin Media seems to take ownership of this situation, and it feels like I’m constantly speaking to a brick wall that can't sort this situation out, it seems like something is going wrong internally within Viring Media crediting progress for this to still not have been fixed. In less than 2 weeks, my grandma will be charged £51, £24 more than she should be paying. This will really affect her. Please does anyone have any advice about what I should do to get this resolved? I have sent multiple emails, had phone calls which probably totalled over 10 hours, and have even made a complaint, but nothing seems to work, and I don't understand how Virgin Media has not been able to sort this out yet. Please help.
