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mini_coupe
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do advisers ever honour their word?

Had a bill of £46 instead of £6. When i rang to query was told it happened at 0000 everynight and was a 1kb use only . I said i always have wifi on at home and my apps are set to not auto update. Adviser then said she would log complaint.
A week past with no word so rang today and asked for an update to be told by a female advisor its being looked at but there is another £20 charges so far, i asked how and she told me it was an app. I then said ive had same apps for 13 months and never an issue and i asked how she knew and she got a bit abrupt with me and when i asked to speak to someone dealing with my initial complaint she put me on hold / mute without telling me but before she did i could hear her talking to someone else and i set there for several minutes saying hello and no reponse.
I then rang back and got a guy who explained it was never todo with an app but because i had went over internet and i explained i always get texts to alert me but not these last 2 months . He then said i will give you an extra 1gb until my refreah date on 2nd feb, he would credit my account with £10 and i agreed to upgrade to dearer package . But on my account only dearer package has been upgraded but no free 1gb or credit.
How do i complain about this?
To note this is my 2nd contract, i have a main contract with virgin mobile so 2 contracts , plus top tv broadband etc and still nothing is ever simple with them
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Re: do advisers ever honour their word?

Hi mini_coupe,

Welcome to the Community Forum and thanks for your post. I'm sorry to hear that you have had a problem with data charges on your account and that you haven't received contact from us after raising a complaint.

I'd like to look into this for you to see if I can help, but I'll need to take more information from you first. I'll send you a private message requesting further details. Just check the envelope icon at the top right of this page.

 

Kind Regards,

Terri

Virgin Media Forum Team


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