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The_Red_Silence's avatar
The_Red_Silence
On our wavelength
26 days ago

Compensation payment.

Hello

Last Thursday the 17th April at 13:34 I contacted Virgin media call centre because I'd received an email apology for loss of service earlier in the month.

After much conversation, the advisor closed my concern with a promise of £20 credit applied to my current bill, which is due to come out on the 2nd of next month.

The app now shows no credit from what I can see to adjust my bill.

Could I ask if a moderator could look into this and see if the credit has been applied please or advise on how to proceed.

It's a little difficult to call them over the next few days due to my work.

Thankyou 

Chris 

2 Replies

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  • David_Bn's avatar
    David_Bn
    Icon for Forum Team rankForum Team
    25 days ago

    Thanks for reaching out to us The_Red_Silence, and welcome back to our Community Forums!

    Sorry to hear of the recent issues experienced on your connection and the inconvenience this must have caused.

    When a credit is added to an account, this would not show on a bill produced as the bill will remain as printed.

    I can however run through our security protocols with you to check if the credit has been added and then amend your pending payment to be in receipt of the credit with immediate effect - or alternatively, we leave this on the account too deduct from the total of the next bill produced.

    Check out the envelope in the top right hand corner for a private message from me.

    Thanks,

    David_Bn

  • goslow's avatar
    goslow
    Alessandro Volta
    25 days ago

    Have you checked the £20 offer against what VM is obliged to pay you under the automatic compensation scheme?

    https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

    We see regular topics on here where VM makes its own (lesser) offer of compensation than would be due under the official scheme.

    Check the details above to make sure you are not being short-changed by VM. VM has to credit your account within 30 days of your service being restored.