Forum Discussion

mickp147's avatar
mickp147
Joining in
2 months ago

Can't remove Paper billing charge on my account

 I have been charged for paper billing for two months at £1.75 even after repeated conversations with VM. I didn't sign up for it, don't want it and there is nowhere remove it on my account. I raised a complaint which has been closed as I foolishly assumed that someone had removed it but on 10/2 it is still on my bill for another month. Is there anyone at VM that can do this or do I need to engage with the comms ombudsman over this quite frankly ridiculous state of affairs?!

  • Carley_S's avatar
    Carley_S
    Forum Team
    2 months ago

    Hi mickp147 

    Welcome to the Community Forums, 

    Sorry to hear that you've not been able to change to E-billing. 

    You can change to E-billing from your online account either via the app or through a desktop browser by following these steps after signing in: 

    •    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.

     

    If these steps fail at any point, can you let us know what happens on your side and where the steps fail in this process? We'll investigate further if needed. 

    • mickp147's avatar
      mickp147
      Joining in
      2 months ago

      This is a nonsense, there is no facilty to do this, below are my settings and the options I have., it is set to email. You haved paer billed me for two months at £1.75 each and I have had a number of conversations with staff via chat and over the phone. I have also raised a complaint and unless this is removed will be raising this with the comms ombudsman. VM have a terrible customer service reputation and I now realise why, just stop charging me for paper bills that I don't want!!!!!!

       

       

       

  • mickp147's avatar
    mickp147
    Joining in
    2 months ago

    and as a footnote I see that there are many customers that have this issue with VM, truly scandalous

    • Kath_P's avatar
      Kath_P
      Forum Team
      2 months ago

      Hi mickp147, 

      Thanks for coming back to us on this. We're sorry to see the option is missing for you. This is something we can certainly check for you but in order to do that I'll need to confirm some information with you to pass security. 

      I have sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :)

      Thanks,