onceuponatime1
7 months agoJoining in
BiIl is wrong even after being told on whats app last week it will be sorted when I get the bill.
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.