BiIl is wrong even after being told on whats app last week it will be sorted when I get the bill.

Question

Hi. Hopefully someone can help me as I've had help off here before.

My new bill is wrong, even after being told last week it would be ammended to reflect what I was promised.

I have looked into the bill and it looks like I've been charged twice for sky sports HD and the UHD add-on.

My bill also includes activation fees and a delivery fee I was told would be waved when I spoke to someone from the outbound team a few days after I put my cancellation in.

I was told if I stayed I could have 1gig broadband for 30 pounds per month with no activation fee and the stream box with no activation fee. I accepted the deal on those conditions.

The day after on the 10th of September, I saw on the virgin app that the deal was incorrect and that it was showing 1gig at 35 instead of the 30 that was agreed. The bill also showed that I had been charged activation fees and delivery fee, when I was told they would be waved.

I complained about this on whatsapp on the same day and I was connected to someone who I thought understood my concern and was assured the original deal of 1gig at 30 and the activation fees and delivery fee would be waved and my next bill in October and every month from then on, my monthly bill would be 30 pounds per as originally agreed.

I accepted this issue to be resolved, but now I see I've been lied to once again. I am very unhappy about this and thinking about ending the contract due to virgin not honouring the contract and charging me more than what was agreed.

I don't know why I have been charged twice for sky sports HD and the UHD add-on. That is a mystery.

On the 12th of September, the day I received the stream box. I plugged it in and sky sports wasn't activated and said "press ok to subscribe to this channel" so I went to my stream account using the link sent to me through email, and I ordered sky sports HD and UHD add-on through the app.

I thought everything was ok, but now there seems to be a problem and I'm being charged not only 35 for 1gig broadband, instead of the 30 agreed, it seems I'm still being charged for the activation fees and delivery fee that I was told would be waved, not only by the person from the outbound team, but also from whoever it was on whatsapp that said it would be sorted out to what was originally agreed, and I've also been charged for sky sports HD and UHD twice, as stated.

This needs to sorted out to what was originally agreed and obviously only one charge applied for sky sports HD AND UHD addon, and I need to see my bill rectified before my next payment due date. If I don't see this amended a at least a few days before my next payment due date, I will cancel my direct debit to avoid being charged incorrectly to what was agreed, plus I don't have enough money in my account to pay the incorrect bill anyway.

The message I've typed above is pretty much what I typed on whatsapp yesterday after I put "bill complaint" into the message box. It asked for an explanation of what the problem was, so I typed the above message. 24Hrs later and still with no reply, I typed "hello anyone there" and I got a message back saying something along the lines of how can we help, start by telling us your first name. So it looks like I'm being ignored and that's why I've come on here to get this sorted out.

I am very upset about this.

I trust someone can help.

Matthew_ML · Answer

Hey there, thank you for reaching out and I am so sorry to hear about this.
Can I just confirm does the paperwork you got, show that it should be this price?
When you say charged twice for Sky Sports HD and UDH?
Do you mean twice in one month of separate bills?
&nbsp;

onceuponatime1 · Answer

Hi. Thanks for getting back to me.The contract states 35 per month and 75 in charges. I was told by the lady who I spoke to from the outbound team that when I get the contract through, it would be higher than what was agreed on the phone, but not to worry, you will get the price agreed, 30 for 1gig and the activation fees waved, so you are just paying 30 per month for 1gig. I said ok. Then the day after I saw that the bill was different to what she said, but before I had to change to query it, I had another call from the outbound team from a different person asking about my original cancellation. I told him I've actually accepted a new deal the day before, but I was told 30 per month for 1 gig and activation and delivery fees will be waved. I asked if he could help me. He checked the system and said it looks like shes not sorted it properly and could see that she did indeed tell me it would 30 per month for 1gig and the fees would be waved. He said he would put notes on the system and advised me to contact virgin to query the bill and they should sort it out.I contacted virgin on whatsapp that same day and was assured by someone on whatsapp that what was originally agreed on the phone from the lady from the out bound team, would be honoured and my next bill, the october bill and every bill from then on would be 30 pounds per month. I said ok that's fine. I thought it had been sorted out, but now I've recieved my bill and see the credits have not been applied and that I've been charged twice for sky sports HD and the UHD addon.Yes I've charged twice in the same month for sky sports HD and the UHD addon.The charges fo sky sports reads as follows:sky sports hd until 6-10-2024 - subscription started 13-9-2024 - fee - £27.99sky sports ultra hd until 6-10-2024 - subscription started 13-9.2024 - fee- £5.60sky sports hd until 6-11-2024 - subscription started 7-10-2024 - fee - £34.99sky sports ultra hd until 6-11-2024 - subscription started 7-10-2024 - fee - £7I ordered sky sports HD and the UHD option the day after I recieved the stream box on Friday the 13th September. I recieved and activated the stream box on the 12th the day before.I remember being told on the phone by the lady from the outbound team that I may need to ordered sky sports myself when I activated the box, because she wasn't sure whether it would be activated, as I had asked for a sky sports hd and uhd deal, she did mention that she would put it on the system that I had asked for sky sports hd and uhd and said she might be able to get me a discount on the price of the sky sports and uhd, but as stated when I activated the box on the 12th of september, sky sports was not activated so I ordered it myself through the stream account using the link through my email.I saw that sky sports HD was 34.99 and the UHD addon was 7. I ordered this on the 13th of september.Lookin at the charges it seems the 27.99 for sky sports HD and 5.60 for the UHD addon was the deal she was talking about for sky sports, but as I said, it wasn't activated, so I ordered it myself at the higher price, but yet have been charged twice, at the lower price and also the higher price.The lower price says it was started on 13th september, but that's wrong because I never got the lower price and sky sports wasn't activated until I purchased it at the higher price on the 13th of september.It says on my bill sky sports hd and uhd at the higher price was stared on the 7th of october, which is wrong because I ordered sky sports hd and the uhd option on the 13th of september.Hopefully you or someone else can help resolve this situation as my bill is over 110 pounds over what I was expecting and I simply cannot afford for that ammount to come out of my bank.The bill should be 30 pounds for 1gig and the cost of the skysports hd and the uhd option.This situation is very frustrating.&nbsp;&nbsp;

Matthew_ML · Answer

Sorry to hear this and thank you for saying this.
Just one more thing sorry, so the paperwork's states £35 and that is including the sports?
So £35 for gig, Sky sports UHD?
When this person mentioned this did you send it to you at all?
This is because we can only go off what is mentioned on the paperwork as this is a legal document.
The charges look like for two different months as we bill a month in advance, also the first bill is normally a double amount but if you have done a renewal there may be some pro rota charges.
Just confirm all this for us as soon as you can and we will get to the bottom of it.
Cheers&nbsp;

onceuponatime1 · Answer

The contract that was sent to me on the day the Lady from the outbound did the deal states £35 for 1gig and £75 in charges which are 2 activation charges and delivery fee.

She said when it comes through it will state it is more than what she said on the phone, which was 30 for 1gig and no activation and delivery fees.

She said not to worry what the contract says, it will be sorted out to reflect what she said on the phone, which was 30 for 1gig and stream box, with no activation and delivery fees.

The day after I answered a call from the outbound team, a man this time, asking me about my cancellation I put it in which was a couple days before I spoke to the lady from the outbound team. I said I've actually accepted a new deal with a lady yesterday who rung me, but I've looked at my bill and it states 35 per month for 1gig and 75 in activation fees. I told him what the lady the day before told me, that the deal would be £30 a month for 1gig and stream box, with no activation and delivery fees.

He said he would look on the notes and saw that she did indeed tell me it would be £30 pounds per month for 1gig plus a stream box and the activation and delivery fees would be waved. He said she has not sorted it out properly and advised me to contact virgin billing department.

Not long after I sent a message to virgin on whatsapp saying "bill complaint" and someone answered asking if my complaint was about what I'd been offered and what the bill actually says. I said yes and was assured that I would get what I was told I would get - £30 a month for 1gig and no activation and delivery fees.

I asked to confirm if my next bill would be £30 for 1gig and the person said yes and credits would be applied so my bill would be £30, and my following bills would be £30 per month.

I said ok thats fine and we ended the conversion and I thought it had been sorted out to what was originally agreed on the phone to the lady from the outbound team.

Now about the sky sports hd and uhd addon thing.

I didn't recieve the stream box until the 12th of september. I activated it the same day.
I went to sky sports channels and saw they were not activated and it said "press ok to subscribe to this channel". The lady who I spoke to from outbound team said it might not be activated when I get the box, she was not sure if it would be and I might have to order it my self through my account.

I ordered sky sports hd and uhd myself on the 13th of september the day after I plugged the stream box in.
Sky sports hd was priced at £34.99 and the UHD addon was £7, but I saw you get 10 percent back if you order it. I thought ok then, I can just about affored that, so I ordered it and it came on within a few minutes.

At this time I was thinking it it would £37.79 with the discount all together for skysports hd plus the uhd addon, plus £30 for 1 gig, a total of £67.79 my next bill would be, as I had been told on whats app the day before I ordered sky sports hd and the uhd addon, I would just be paying £30 per month for 1gig, and my next bill the one due to be paid in october would £30 because they would add credits to my bill to honour what was originally agreed with the lady from the outbound team.

My bill should be no more than £67.79. £30 for 1gig and £37.79 for skysports hd and the uhd addon.
I didn't ordered sky sports hd and the uhd addon until the 13th of september, the day after I received the stream box.

On my bill it says, as already stated -

sky sports hd until 6-10-2024 - subscription started 13-9-2024 - fee - £27.99
sky sports ultra hd until 6-10-2024 - subscription started 13-9.2024 - fee- £5.60
sky sports hd until 6-11-2024 - subscription started 7-10-2024 - fee - £34.99
sky sports ultra hd until 6-11-2024 - subscription started 7-10-2024 - fee - £7

There's 2 lots of sky sports hd and uhd addon there, when there should only be one in my opinion.
It should state ony my bill - sky sports hd 34.99 subscription started 13th september and UHD £7 subscription started 13th september, plus the 10 percent discount.

13th of septmber is when I ordered sky sports hd and the uhd addon, the day after I recieved the stream box.
I dont know why the sky sports hd at 27.99 and uhd at 5.60 is actually there. I was just guessing that was the sky sports hd and uhd deal the lady on the phone said she would put on the notes on my order. I'm not sure, but as far as I'm concerned my bill should be £30 for 1gig as agreed with the lady from the outbound team and later confirmed by someone on whatsapp, plus £37.79 for sky sports hd and the uhd addon. A total of £67.79.

This conversation on whatsapp was on the 10th of september just over 2 weeks ago and I will post the screen shots of the conversation.

onceuponatime1 · Answer

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BiIl is wrong even after being told on whats app last week it will be sorted when I get the bill.

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