Forum Discussion

Kathleen323's avatar
Kathleen323
Joining in
6 months ago

21 random On Demand charges.

Between 7th October up until the 17th October I have been charged for 21 on demand purchases all consisting of £6.99 and £7.49 charges. I have not made these purchases and my STB is showing no purchases. I have contacted live chat and they are unable to tell me what was supposed to have been purchased either. This has led to several disconnections of my service which I rely on as I am 76 years old and my husband is a disabled 78 year old. We rarely watch the tv and have never purchased anything on demand since being a virgin customer as we can't afford it. The on demand charges added to my account have totalled £148.79 which I have had to pay to get my services reconnected. As you can imaging this has caused a lot of stress and frustration as I struggled to find the money to get reconnected but needed the phone line in case of an emergency. Can someone please help me resolve this problem as I am worried this will continue to happen and I will be cut off again.

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  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    6 months ago

    Hi Kathleen323 

    Welcome to the community forums 

    Sorry to hear of your billing concerns with purchases that have been made. 

    Purchases can only be made when the parental control PIN has been entered. On your billing, this would show the title of the movie/film that was bought unless the purchase was on the adult channels which would then show as 'Additional Feature +18'. We can double-check to see what was purchased for you and also add any vulnerability flags to the account if needed. Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and selecting 'Messages' from the drop-down.

     

    • Kathleen323's avatar
      Kathleen323
      Joining in
      6 months ago

      hi ,virgin media said they would refund me that was over a week ago but still havent got it could you look in to this for  me .

      • Carley_S's avatar
        Carley_S
        Icon for Forum Team rankForum Team
        6 months ago

        Hi Kathleen323 

        Sorry to hear that you're still having issues with this. 

        Any refund agreed upon will be a credit placed on the account used against your next generated bill rather than sent directly to your bank if that's what you mean. 

        If you requested a cheque refund, then this would be issued and delivered within 45 days and any billing would remain unchanged. 

         

  • japitts's avatar
    japitts
    Very Insightful Person
    6 months ago

    The TV control PIN should also be changed from the default 1234 if you haven't already.

    Leaving it on the default PIN does allow anyone with access to your box, to make purchases on your behalf.

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    6 months ago

    Does the bill show the time the purchases were made? If so that might provide a clue to the identity of the culprit.

  • Kathleen323's avatar
    Kathleen323
    Joining in
    6 months ago

    There has been no one else in the house over this period and I haven't entered the pin number to make any purchases. As mentioned the STB is showing no purchase history.