Forum Discussion

Fontayne's avatar
Fontayne
Joining in
5 months ago

Billing

I was over charged while on a bundle package. I chose to leave due to being owed £100s. I have recently received a email asking to contact customer services after an investigation showed that my deal was changed without my knowledge and that more information is needed. But no one from virgin media is available to take my call. I am being told over and over again that “I can’t connect you to that department”. I want to know how can I speak to someone about this, I feel like I am being avoided, especially as I only have 28 days to contact the team before my investigation/complaint is closed. I would like a number that allows me to speak to someone who can deal with this complaint effectively. 

  • You could open a complaint with Virgin Media's corporate offices, they might not respond to you, but they would've most likely read your complaint and the chances are, they will respond to you.

    Ages ago I made a complaint with OFCOM about O2 not giving me a PAC code, and that was easy - I got a reply from O2's head office and it's all working fine now. 

    You mentioned you only have 28 days to contact the team, who did you make the complaint with?

    Kind regards,
    Noah

  • Hello Fontayne,

    Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your billing. Have you been advised, which department you need to be contacting to have this looked into? Any complaint would not automatically be closed down after 28 days, the team would get in touch with you to discuss your complaint further, your complaint should not be closed down without your consent.

    Kind Regards,

    Steven_L