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BAZZER567's avatar
BAZZER567
On our wavelength
8 days ago

Complained and received no response

Previous contract ended. Changed package and therefore a new contract. The email I received on 7th July 2025 says "next bill will be £93.80 billed as normal on 30th July 2025, then the following bill will be CR £14.80 on 29th Aug 2025.". However, on 18th Aug 2025, Virgin Media took £47.01 from my bank account. This amount is not mentioned in your email. So I complained. I have received no acknowledgement of my complaint, nor any actual reply. I now have to contact you for assistance and please follow up with my complaint. If I don't hear from you, I will escalate to the ombudsman.

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4 Replies

  • BAZZER567's avatar
    BAZZER567
    On our wavelength
    3 days ago

    I have replied to your private message and provided the details you have requested.

  • BAZZER567's avatar
    BAZZER567
    On our wavelength
    3 days ago

    I have received the latest bill (bill date 29 Aug 2025). This bill charged me £34.00 which is what I expected. I changed my contract the current one before the previous contract expired. It looks like you charged me extra (i.e. you charged me a month of service on a price that is for Previous Contract expired, and therefore on variable rate). This is wrong because I changed contract before my previous contract expired. In my opinion, you charged me £47.01 wrongly on 18 Aug 2025.

    If you need my account number, please let me know. I can send you my latest bill in PDF if you require.

    • Martin_N's avatar
      Martin_N
      Icon for Forum Team rankForum Team
      3 days ago

      Thank you for that information. We can certainly take a look into this if you feel the bill is incorrect. 

      I will private message you now to confirm your details. 

      ^Martin

  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    8 days ago

    Hey BAZZER567, thank you for reaching out and we are so sorry to hear about your billing issue, we understand this is frustrating.

    Please remember there will be some pro rota charges on this bill, from the sounds of this that sounds like this.

    Have you had a full bill for the new service yet?