Forum Discussion

Wonderman2's avatar
Wonderman2
Tuning in
3 months ago

Cancelled Services - Keep getting emails to pay £90 for a tv box i did not own

I cancelled my services and upon setting up cancellation noticed i was being charged for 3 tv boxes, notified Virgins team on two different occasions that this was an error, they mentioned it being a mistake and apparently put notes on the account.

 

We was advised it was an error and they couldn't take the charge off the account but there is a note added and we did not have to pay it. It seems like we're being charged for a box that was sent back/replaced some years ago according to them.

 

We have received constant emails since the official cancellation date, being pestered to pay £90. Can someone please look into this and read the note on our account and fix this? I am not paying £90 for your screw up.

  • Alright, following the complete silence on this, i'll continue to ignore the BS demands, as advised by the person working at Virgin on phones who also said they put a note on the account for yous to look at.

    • Lee_R's avatar
      Lee_R
      Forum Team

      Hi Wonderman2 thanks for posting and welcome back to our community.

      Sorry to hear of any incorrect equipment charge that there may be on your account. And sorry for any concerns this may be causing you. I'd like to take a look on your behalf. I'm going to send you a private message. Please keep an eye on your inbox in the top right of your screen.

      Regards

      Lee

  • Going to post a final update for anyone who stumbles here:

     

    Finally got the problem resolved (at least i believe so), yesterday.

     

    On my Virgin account, it shows previous bills stating my package was "2 additional tv boxes", yet we never paid for an extra and our contract was for "1 additional tv box", thankfully, when you sign up for the contract you get that contract emailed to you.

     

    I urge people to always save their documents and keep them, the online account is wrong A LOT it seems as we also had an incorrect contract on our account alongside the one we was paying for and using... We asked them to remove it for the entire duration of our contract but they never did and said they could not, to clarify, when we signed up for our package, the next day we had a contract come through at double the price with incorrect things on our package, we then got it corrected and a correct contract was put on our account and we agreed/signed up for that one but the old contract was also on our account starting the day before at twice the price... It's just not professional and i imagine, will cause customers issues down the line similar to what I had here with the false tv box charge.

     

    Thanks to Lee for sorting it, a bit gutted I had to provide a contract to prove something Virgin should have on your system though.