Forum Discussion

mrb3's avatar
mrb3
Joining in
10 months ago

Advice on how to resolve a billing error

Does anyone know how to get through to customer services to resolve a billing issue? No way to speak to anyone through their phone service and their WhatsApp messaging bot has got a bug in it and can't respond to the menu selections.

Last time I dealt with "Customer Services" it took over 4 months to resolve multiple billing errors, I take it from the recent posts on this forum and the hideous trustpilot reviews that nothing's changed much in having to deal with lots of different people who haven't got much of a clue and zero responsibility to get anything done quickly?

My contract is due up in just over a month so wondering whether to bother renewing or go elsewhere to a company that has better service?

Any advice appreciated.

Cheers, Mr B

  • Ashleigh_C's avatar
    Ashleigh_C
    Forum Team
    9 months ago

    Hi there mrb3 

    Thank you so much for your post and welcome to the community forums, it's great to have you here. 

    I am so sorry to hear that you have faced an issue with billing, and that the teams have not yet been able to help. 

    Can you give a brief update on the issue you are facing and we will do all we can to assist? 

    • mrb3's avatar
      mrb3
      Joining in
      9 months ago

      Hi Ashleigh,

      The last bill should have had a credit on it of 13.05: it's been applied to the fully billing cycle to adjust the overall bill as when I first registered and sorted out the contract with you your billing team screwed up the monthly billing for 6 months and they could only adjust it by adding a monthly credit to the account.

      I've gone through your website's help system, which has no info, called your team, no way of actually speaking to someone, and used your whatsapp comms channel but it is broken and the AI bot hits a continuous loop saying it can't understand the menu options I select. 

      Please advise how to call you and speak to a human being.

      Cheers, Mr B 

      • Matthew_ML's avatar
        Matthew_ML
        Forum Team
        9 months ago

        What was wrong with the bill? 

        Should there of been a credit of £13.05 for the whole 18 months?

        Please do remember we do bill a month in advance if this was your last month it could of expired.

        I can also see you've been in contact with the team since your 1st post, did they help?

  • mrb3's avatar
    mrb3
    Joining in
    9 months ago

    Billing took months to sort out at the beginning of the contract, I was overcharged a few hundred pounds at the start of the contract which was sorted out over a few months; the 13.05 credit should have been applied for the full duration of the contract to correct Virgin billing errors that they couldn't fix in the billing cycle. I have been in touch with the "team" but they don't exist, there's no way of getthing through your phone lines to talk to someone about the account, I gave up and went over to whatsapp and your AI bot failed to recognise menu choices so was no use, hence me registering onto this forum to be able to contact a human being.

    Your help pages are no good, your "contact us" links are a never ending loop that lead nowhere. Please provide a direct phone contact or email that I can contact someone to sort out the billing.

    Cheers

     

    • Matthew_ML's avatar
      Matthew_ML
      Forum Team
      9 months ago

      Can you just confirm what needs adding, is it just one lot of £13.05?

      How much of the credit is missing? 

      We can help on here or via our phone number on 0345 454 1111.

       

      • mrb3's avatar
        mrb3
        Joining in
        9 months ago

        Hi Matthew,

        Sorry for the delay in replying, yes it's one lot of £13.05 credit that is missing, please add this credit to my next bill. I'd prefer you do this here as there is no other way of contacting you, there is no way of talking to anyone on that phone number and your WhatsApp bot doesn't put me through to anyone either.

        Cheers