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mikeiow
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Incorrectly charged for installation

I was considering leaving a few weeks back, and a nice chap persuaded me he could do a good deal to move to V6, keep the old unit, and that since we had the cables in place, they would drop the £64.94 installation charge.

Now I find I have been billed for it.

Who do I call?   I am away for a long weekend and seeing this charge has me currently fuming at Virgin Media for this outrageous stealing of my money!
I cannot see from my account any number to call.   

Thanks!

 

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shawty1984
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Re: Incorrectly charged for installation


mikeiow wrote:

I was considering leaving a few weeks back, and a nice chap persuaded me he could do a good deal to move to V6, keep the old unit, and that since we had the cables in place, they would drop the £64.94 installation charge.

Now I find I have been billed for it.

Who do I call?   I am away for a long weekend and seeing this charge has me currently fuming at Virgin Media for this outrageous stealing of my money!
I cannot see from my account any number to call.   

Thanks!

 


£65 isn't an installation charge. The box cost £50 and activation fee of £15. I believe the manned installation charge is £40. It all depends what was said on the call. 

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mikeiow
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Re: Incorrectly charged for installation

Thanks, I know the fees I can see - I called 150 & after a painful number of menus, finally am speaking with someone..... the challenge I am now having is that that person can see no record of the conversation I very vividly had with the previous person who persuaded me to remain with Virgin.

Of course I appreciate that maybe I misunderstood something they said.....but it felt pretty clear to me when I spoke with J7806567 (the only identity I know them as!).

Luckily they have agreed to get the call record and their manager will listen to it, but this kind of thing is somewhat maddening!
(especially with the number of options you have to listen to and press before you actually get to speak with someone - it feels distinctly like delaying technique to me....) 

 

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Corinneangela
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Re: Incorrectly charged for installation


mikeiow wrote:

(especially with the number of options you have to listen to and press before you actually get to speak with someone - it feels distinctly like delaying technique to me....) 

This is the same with any big company.. very annoying but meant to make sure you get to the correct department right away. Even my GP now does the same.

 


 

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mikeiow
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Re: Incorrectly charged for installation

They promise to reply within 30 days.....2 months later, nothing.   Not impressed.   Now getting on the phone to THEM.   

<update> - telephone person investigated & eventually returned to agree to refund the amount.    So *eventually* a happy result Smiley Happy

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Forum Team
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Re: Incorrectly charged for installation

Hi mikeiow,

 

Thanks for posting!

 

I'm really sorry for the trouble you've had with this, it doesn't sound like a great experience!

 

I'm glad to hear the team have arranged the refund for you. Pop back to the Community if you get any more trouble.

 

All the best! Smiley Very Happy

 

Josh


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mikeiow
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Re: Incorrectly charged for installation

Yup: here I am, a couple of months and two bills further on,....& STILL Virgin Media has NOT refunded the money.

Now on the phone again, getting mightily hacked off with the fact that Virgin appear to feel they can promise a refund then completely ignore their promise.

Can't believe I am on ANOTHER call to them about this.

 

Anyone know who the ombudsman would be to whom I can make a formal complaint?    

It is a crazy small sum, but I cannot waste my entire life calling, being promised the refund and then repeating this.   Someone at Virgin needs to understand they cannot treat customers in this way.

 

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Re: Incorrectly charged for installation

Hi mikeiow, 

 

Thanks for coming back to us on this. I'm really sorry that things still aren't right. Smiley Sad

 

There are 4 ways in which you can make a complaint. 

 

The first, give the team a call on 150 / 0345 454 1111. I know sometimes you'd rather not talk to someone and follow a different option however all of our agents are trained to handle complaints and if you aren't happy with the resolution they give it can be referred to a manager right away. It's the quickest way to get whatever is wrong resolved. 

 

Secondly, you can speak to the team via web chat. If you go to the Contact Us page. Select the options > Account and Billing > Manage your account online > chat online. The team here will also be able to take your complaint and help resolve things for you.

 

Third, you can write in to us on the following address:  

FAO Virgin Media Complaints

P O Box 333

Matrix Court

Swansea

SA7 9BB

This route will very likely leave you frustrated though as it is the longest way to resolve a complaint. 

 

Finally you can let us know what is wrong and we can try and help resolve whatever it is Smiley Happy If you want us to look at things, we'll need to pass Data Protection with you first so just reply to the message I've sent you. Just click on the little plum envelope at the top right hand side of the page to access your inbox.

 

Thanks,

Kath_F
Forum Team

Merry Christmas & a Happy New Year

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