Forum Discussion

MollyisMoon's avatar
MollyisMoon
Tuning in
2 years ago

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?

  • goslow's avatar
    goslow
    Alessandro Volta

    Do your bills identify the numbers being called/charged for?

    Phantom call charges are well-documented on here.

    If you can see some of the numbers it can help demonstrate they are phantom calls. Call patterns often include:

    * calls at all hours of the day and night
    * calls of impossibly long or impossibly short duration
    * calls to local dialling code followed by repeating or random patterns of numbers
    * repeating calls of the same/exact number of minutes each time
    * calls to a 0123 000 000
    * calls to premium rate numbers
    * calls to 08# numbers
    * calls to the speaking clock
    * calls to 999

    If you call your VM landline number from your mobile, what response do you get (ringing, number unobtainable, engaged, voicemail etc.)? Your number should be shown on the usage charges section of your VM bill if you do not know what it is.

    • MollyisMoon's avatar
      MollyisMoon
      Tuning in

      The number assigned to my address rings so appears to be active

      Ive been reading the back story to this mess for the last few days. The calls are detailed:

      • Mixture of short, long and very long calls
      • Mostly private mobile numbers
      • Local NHS services
      • Various local businesses

       

      • goslow's avatar
        goslow
        Alessandro Volta

        In which case that sounds like you might have a crossed line (or lines) on your number/line or some other kind of billing error/fault.

        If the VM tech identified a fault, then VM should be refunding you. Some further technical investigation is required to remedy the cause of the problem.

        Phantom call charges do crop up on here regularly (averages about 3 topics per month) so it is not unfamiliar to VM.

        If you are paying for a VM landline as part of your package, then I would suggest making sure that the landline is connected and working properly (even if you make no use of it) and you occasionally make/receive a test call on the line every so often to ensure it is working correctly.

        It is often the case in phantom call topics on here that the customer does not use the line or doesn't have a phone connected or the line has not worked for a long period of time. In those circumstances, the customer will have no idea when/if a fault is present which might start generating the phantom call charges.

        As you have discovered, VM's policy is that the customer is 'guilty until proven innocent' in regards to who is responsible for the calls and paying for the charges.

        Hope you can get the fault fixed and the charges refunded.

  • Hi MollyisMoon

    Thank you for your post and welcome to our community forums. We're here to help.

    I'm incredibly sorry to hear that there's been some disputed charges on your billing recently regarding disputed landline calls being made. The late payment fee you're referring to sounds like a result of you cancelling the Direct Debit. We'd always advise against this as it can cause further complications, such as the late payment fee you've now incurred.

    As for the additional disputed charges for the calls and what the technician has stated during their visit, we'll need to take a closer look at things. Please respond to the private message I'll be sending to you shortly when you can and we'll proceed from there with this.

    Thanks,
     

  • This process has been exhausted as far I am concerned – the response, the compensation – Ive got no more inclination to engage. There are so many, many problems here. Can one of the forums members send me the deadlock letter Ive requested please?

    • Adri_G's avatar
      Adri_G
      Forum Team (Retired)

      Thanks for your responses, Neil.
      I have been offline this weekend, sorry to see your impatience.

      I've advised the manager in charge of this complaint case about this and they'll be able to proceed to the nest step (deadlock letter).

      Thank you for your time, if there's anything more I can do let me know here and I'll be eager to assist.

  • I did not need one. It was over 8 weeks from the original complaint. 

    • Adri_G's avatar
      Adri_G
      Forum Team (Retired)

      Thanks, Neil.

      I believe you've reached out initially due to this case not being resolved for you, so I don't understand this however I do hope I have been of help to you anyway.

  • Hello Forum Team,

    • Nearly 3 weeks disconnected now
    • Firmly established that my complaint is correct 
    • The last resolution from the team was to be accepted before you reconnect me. Not accepted as I owe the sum £0 to Virgin Media
    • Complaint to the communications ombudsman has been sent and may not be settled for at least 2 months
    • Ive had multiple missed calls presumably from Virgin Media. Can I ask what this is for? 

    In the whole process of this mess Ive lost my bearings a bit. But now Ive realised you have not even attempted to connect me.

    So I ask now, will  my service be reconnected without conditions? 

    If not, I want to proceed to cancellation so I can move to another service provider 

     

    • Megan_L's avatar
      Megan_L
      Forum Team

      Hi MollyisMoon,

      Thanks for coming back to us about this complaint, we are sorry this has now been placed with the Ombudsmen after you received a Deadlock Letter. 

      As the case has now been Deadlocked we are unable to intervene now and cannot deal with the complaint any further as we've now exhausted all avenues to resolve this together. 

      Please refer to the Deadlock letter to find out how to proceed with the case going forward. 

      We are sorry we're not able to help further.

      Thanks,

      Megan_L

  • I did not need a deadlock letter - not that Virgin would give me it anyway, so I do not have these details. My first complaint about this was back in mid June so I was over the 8 weeks

    So, Virgin Media disconnect me due to an error wholly on their part/the technology they use/structure of the complaints procedure/personnel within it. That is now undeniable.  

    The last resolution offered was, let me say it here, simply blackmail. 

    • Create situation with the customer
    • Resist to resolve the situation to judge customers willingness to accept
    • If, ultimately, you have to resolve, request a concession to restore balance

    So, by some outrageous 'zero sum game' I should accept a resolution to a problem, entirely created by the organisation you work for, to have my services restored.

    My services should be restored without condition regardless. But now your telling me you cannot restore because of that complaint??

    I am now paying VM a contractual sum of money for no service at all: I cannot stop paying you and I cannot cancel my contract due to the issues that then affords me.  This whole thing is bordering on criminal!

      

    • Megan_L's avatar
      Megan_L
      Forum Team

      Hi MollyisMoon, 

      Thanks for coming back to us about this, if you feel like your complaint has not been resolved yet then please continue to message Adri_G as you were in contact with them recently about this specific issue. They will continue to work with you on this complaint to either resolve or Deadlock. 

      Thanks,

      Megan_L

  • Forum Team
    In light of the admission that Virgin are fault for my complaint and that it is the source of every problem afterwards related to sorry mess:


    Can you tell me why I keep on receiving a fabricated bills for charges I don’t owe?


    Can you explain why changes to my account were supposedly made on the 29th August when none were made at all?


    Can you explain what the values of the changes relate to?


    And can you explain why you said you cannot do anymore for me whilst an investigation is ongoing yet am I paying money to you (and I am in contract) for a service you are not providing (caused by a fault you have admitted to and attempted to offer a unacceptable resolution to)? Surely this is a two way street and I don’t have to pay you whilst the investigation is ongoing.

     

  • You will receive no reply from virgin. You will get zero apology, zero compensation, and zero explanation. The company basically treat their customers like the enemy, and despise all of us. The only solution is to dump all your virgin hardware in a skip, and use sky instead. Staying with virgin is insane, given their attitude. Its basically a criminal organisation.

  • Hi MollyisMoon I am so sorry that you have been having a poor experience with us and I am so sorry again that this has happened. I can see that a manager has sent an email across to you so please do respond and chat with them via the email and they will do all they can to help.

    I can also see that cliff5 is in a chat with one of our agents, please do continue to chat with them and they will help via the PM.

    • cliff5's avatar
      cliff5
      Tuning in

      Your agents ignore me, and have done for 3 weeks, in chat, forums, mail and on the phone. You are totally ghosting me while tyou have ruined my phone and TV setup and refuse all contact. You are basically vandals and thieves. My next step is to call the police.

      Dont pretend you are helping me when you are such a bare faced useless liar

      • cliff5's avatar
        cliff5
        Tuning in

        No. I have no message, and you are ignoring me deliberately in every attempt for me to BLOODY PAY YOU SOME MONEY you **bleep** scumbags.

  • Forum Team,

    Private message sent on Thursday. Can I have a reply today please? 

    • Gareth_L's avatar
      Gareth_L
      Forum Team

      Hello MollyisMoon.

      Sorry for the delay in getting back to you by private message.

      I have spoken to a colleague today and we will respond back as soon as we can.

      Gareth_L