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jalewis's avatar
jalewis
Joining in
10 days ago
Solved

Billing problems

I have had problems with billing since i moved house. You seem to charge what you think you can get away with. You charge me for paper billing every month despite me complaining about this regularly. You have 'corrected' the problem several times and refunded me the charge, then you charge me again the next month. Now you say I am in arrears, and i think its all because of this paper billing charge. I have 7 months until my contract is up.

  • Carley_S's avatar
    Carley_S
    10 days ago

    You hadn't mentioned that you had been advised of the steps already, which is why this would be the first thing we would advise you to try. 

    I appreciate that you may be frustrated by the ongoing issue, but we would look to investigate and troubleshoot publicly if we can, as this is a Community Forum, where we discuss concerns and try to resolve them in a way so that others who have similar issues may also find the answer.  

     

    I'm more than happy to investigate this further for you on our side to see if we can get to the bottom of the issue. However, please bear in mind that we wouldn't tolerate any abusive language towards agents on any of our support services. Please join me in a private message so I can locate your account and pass the 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. 
     

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  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    10 days ago

    Hi jalewis 

    Welcome to the Community Forums. 

    Sorry to hear of your billing concerns. 

    If you do not want paper bills, this is changeable via your Virgin Media online account. Sign in here, and follow the steps below to switch from paper bills to eBilling.

    •    Click on the Settings tile.

    •    Click on Account Details.

    •    Scroll to Communication Preference and click Edit.

    •    Select "eBills, email, text" from the dropdown menu.

    •    Click Update.

     

    You can also check your bills via your online account to manage your billing queries and check for the reason your bills are higher or showing in arrears. 

    Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.

    • jalewis's avatar
      jalewis
      Joining in
      10 days ago

      You think i havent been given instructions how to do it like 5 times, or youve gone through it with me, or you tell me i have now opted out of paper billing? It doesnt flipping work. How many times have you told me Its done and i still get a bill through the letter box?!

      Marketing and contact preferences - How would you like us to contact you?

      My choices are...

      Large Print

      Audio

      Braille grade 1

      Braille grade 2

      Email / text message /  phone call / post

      i cant choose between email or text message or phone call or post - stupid **bleep**s

      • Carley_S's avatar
        Carley_S
        Icon for Forum Team rankForum Team
        10 days ago

        You hadn't mentioned that you had been advised of the steps already, which is why this would be the first thing we would advise you to try. 

        I appreciate that you may be frustrated by the ongoing issue, but we would look to investigate and troubleshoot publicly if we can, as this is a Community Forum, where we discuss concerns and try to resolve them in a way so that others who have similar issues may also find the answer.  

         

        I'm more than happy to investigate this further for you on our side to see if we can get to the bottom of the issue. However, please bear in mind that we wouldn't tolerate any abusive language towards agents on any of our support services. Please join me in a private message so I can locate your account and pass the 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.