Charges for calls with no landline and no Phone. Services now suspended due to non-payment
*Can one of the Forum Team provide urgent assistance with my issue?*
I am seriously unhappy here and Im a step away from launching a formal complaint.
Background - Nearly 10 years with Virgin. Same contract – Broadband, basic TV and supplementary line rental (not used and no phone attached). No issues
In April 2023 - I was already 8 months into an 18-month contract and amended it for the remaining 10 months (just to note: I spotted that the contract is clearly wrong also!). Pure chaos then ensues as I am then over-charged in April, then mysteriously undercharged in May 2023 (seemingly to compensate for the overcharging). This was noted.
June 2023 - I notice I had been billed erroneously for calls I cannot physically make - I have neither a landline nor a phone! Clearly an error that can be quickly resolved I submitted a complaint for reimbursement. Simple it was not. 3/4 failed attempts to resolve it (email and whatsapp) essentially yields 'I made the calls and payment is still outstanding'. As I cannot trust the process anymore, I then cancel my direct debit.
Unsurprisingly, this catches the attention of another division who call me on 10 July to attempt to resolve again and agree to reimbursement of the charges. I also suggested that an engineer visit my home to prove my claims. Engineer comes: reports possible interference in wires in the cabinet in the street plus no fault from the customer as no phone, nor landline detected. He informs later that a report was issued with all these details. The credit is applied to my account for Junes bill I pay my contractual amount which is accepted. This is offered as a ‘one-off credit’ with no details as to the cause of the problem – this is noted
Now, I would have expected that all this detail would be on my profile and that further discrepancies would be remedied so as not to allow incorrect billing in the future. Not so.
July 2023 - I am then charged for further calls in July (which appears to be the over-hang from the previous billing month). Whilst investigating I am hit with a late payment charge. Still, I pay the contractual amount. However, this time it has not been accepted! Note the ‘one off credit’ above – I suspect Virgin still see this as my fault !
As this is still in dispute and I have not paid, Virgin have now disconnected me!
As you can imagine Virgin are causing me very serious and considerable trouble for my business and also my family. This is all due to errors wholly on their part and wilfull incompetence in responding to complaints. Furthermore, I now notice the acknowledgement of ‘phantom’ calls on the forums. So Virgin know that this is a possible cause yet still treat a long standing customer total and utter disregard??
I have now had to take time off work to 1) rectify this mess and 2) because I have virtually zero capability to do my work. I have also find other means to communicate and will run of data so will need to bring in a 2nd service to cover.
Truly, truly shocking customer service by Virgin!!
As a matter of urgency, I need the forum team to address this problem asap?
Is this possible?
