Can't remove Paper billing charge on my account

Question

&nbsp;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 · Answer

Hi mickp147&nbsp;
Welcome to the Community Forums,&nbsp;
Sorry to hear that you've not been able to change to E-billing.&nbsp;
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:&nbsp;
•&nbsp; &nbsp; Click on the Settings tile.
•&nbsp; &nbsp; Click on Account Details.
•&nbsp; &nbsp; Scroll to Communication Preference and click Edit.
•&nbsp; &nbsp; Select "eBills, email, text" from the dropdown menu.
•&nbsp; &nbsp; Click Update.
&nbsp;
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.&nbsp;

mickp147 · Answer

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 · Answer

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

Kath_P · Answer

Hi mickp147,&nbsp;
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.&nbsp;
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,&nbsp;

JW76 · Answer

This is still an issue (see screenshot).
This really isn't good enough, and I speak as someone who works for Virgin Media (based in the Reading office).

This is basic stuff, and it just looks like the company is making it difficult for people to remove this charge, to save a few quid.

I tried using the help chat function on the myVM site yesterday, and the agent pointed me to the same settings page, where he said there would be an option to choose "Email / Phone / Text" or something similar, but it isn't there (maybe it is there on the app, but I don't have the app and cannot have it on my phone, as I haven't got enough space). I had to give up after about an hour of messing about, as I was going out in the evening - so the problem still hasn't been sorted for me (unless the agent removed my paper billing for me - which he shouldn't have to do).

This needs to be looked into urgently, as it makes Virgin Media look amateurish, i.e. telling people to go to a website settings page to choose a setting that doesn't exist.

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Can't remove Paper billing charge on my account

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