After almost 15 years wth VM, very upset
I am not sure what is happening with Virgin Media customer service and management team. This is my complaint, I activated Netflix by mistake, I know my mistake, then 1 hour after I went to the system and cancel it, I rang VM and explained them my mistake and ask to remove that service, they ensure they had removed it. They explained I had to pay the month, so as it was my mistake, I said it was fine. When the month ended, it came up again as active, then I rang the second time and said i was told it was removed, but it run up again (I cancel it again on VM), they said they could see it on the systema that it was removed, but then again with the month, So I said I did not want a bill with this amount, to make sure it was removed, the bill came 3 days later and it was included, so I rang the third time and they said that it was removed and to raise a complaint. I did this and the answer was that the resolution was to give me guidance on bills, what??????? After I got an email that it was cancel from VM, I got 3 more emails from the complaint team and no resolution offered. I said I will not pay this month with that charge, that their customer service and ther complaint team made a mistake to say IT WAS REMOVED THREE TIMES, and then the last email they said I HAD TO GO TO NETFLIX AND REMOVE IT MYSELF. No one said that from the beginning, which I would have done and we would not be in the problem. So I deleted my direct debit because i ASKED THEM IN THREE EMAILS TO THE COMPLAINT TEAM, to issue a new bill without the charge of Netflix as the mistake was on their end for not INFORMING CORRECTLY FROM THE BEGINNING WHAT I SHOULD HAVE DONE AND FOR SAYING THAT THEY HAD REMOVED NETFLIX FROM THE SYSTEM THEMSELVES, it is evident that the Customer service team does not know how to remove Netflix or they thought they knew and it comes at the end that though you pay through VM you have to remove it yourself from Netflix. Well times is ticking the end of the month when I have to pay is coming and I have no new bill and no satisfactory resolution so I can reinstate my direct debit. I think that for a 14 years customer, this has been a very awful experience, I am retired and I cannot afford to pay for something i repeatidely said to remove, even after an hour after I activated it. I would like VM to recognise this and issue a new bill according to my package without the Netflix I asked like 7 times to removed and complaint about customer service and complaint team not listening to what I was saying. I would appreciate some satisfactory answer. Thank you
