Forum Discussion

JohnC8's avatar
JohnC8
Hanging out
2 months ago

Disney plus "for free" and yet billed despite promises

I have now been trying for three months to get my account and billing set up correctly as an existing customer upgrading to 1Meg broadband.

  • Was offered £52 per month offer with Disney plus included via chat after an initial "quote" of £80 without Disney. Confirmed multiple times that Disney would be included.
  • Bill arrives asking for £66 with no Disney.  Ask them to add for free, they agree.
  • Complain and am told it has been added.
  • It wasn't, more calls and several chats later Disney is added, and I would not be charged for it.
  • Next month, I am billed for it again.
  • Complain, am told after complaint a credit will be added to next bill.
  • Next month, am billed for it again, moan and told charge has been credited again.
  • It wasn't added, complain again, am told it will be next month..  And so on and on we go, I have to set aside an afternoon per month now just to deal with the incompetence.

Would be really grateful if anyone has any advice about how to finally get this sorted out, currently pulling my hair out!

14 Replies

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 months ago

    This is so common on these threads around problems with TV bundles. I’m glad I stopped VM TV some time ago.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 months ago

    And another common element is the promised 'correction' that only happens for one month, probably in the hope that the customer will get tired of going back every time.

  • Akua_A's avatar
    Akua_A
    Icon for Forum Team rankForum Team
    31 days ago

    Hi JohnC8 

    Welcome to our forums, and sorry to hear about your ongoing issues with Disney+ and your billing. We can understand the frustration caused, and we want to do our best to help. To best look into this, we are sending you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.

    Thanks,

    • JohnC8's avatar
      JohnC8
      Hanging out
      20 days ago

      Just to point out, I did exactly as you asked and was given a 5 minute window to respond to security questions, which funnily enough I could not make.... 

      • Akua_A's avatar
        Akua_A
        Icon for Forum Team rankForum Team
        20 days ago

        Hi JohnC8,

        Sorry to hear you feel this way. For data protection reasons, we have to clear security in this way. We are happy to try again via PMs. Please respond to us there when you can, and we will do our best to help.

        Thanks,

  • JohnC8's avatar
    JohnC8
    Hanging out
    20 days ago

    I am free now and have messaged you, but no response yet.

  • JohnC8's avatar
    JohnC8
    Hanging out
    20 days ago

    Response back came there none.  So, customers are supposed to constantly sit at their computer in order to answer "security questions" to be able to interact with you on this forum?

  • JohnC8's avatar
    JohnC8
    Hanging out
    20 days ago

     Your reviews here are sadly no surprise https://uk.trustpilot.com/review/www.virginmedia.com

  • JohnC8's avatar
    JohnC8
    Hanging out
    20 days ago

    Still sat here waiting for a response to my PM.

  • JohnC8's avatar
    JohnC8
    Hanging out
    19 hours ago

    Incorrect bill again today.  Will anyone contact me I wonder?

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      16 hours ago

      Hi JohnC8, 

      Thanks for coming back to us in the Community. Checking things here, we can see Akua sent you a message but you never responded. As this is a continuation of the same issue, please reply to Akuas last message so she can help further.

      Many thanks, 

  • JohnC8's avatar
    JohnC8
    Hanging out
    14 hours ago

    Well, she needed me to be there within a 5 minute window, again.  I've now been on the phone to a rep for over one hour and the issue is still not sorted out.

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      11 hours ago

      Hi JohnC8, 

      The five minute window is just for the security process. Once you've sent the requested characters, you can respond whenever you're ready. 

      We're not able to help look into anything here without passing security so please get back in touch with Akua so she can help further.

      Many thanks, 

  • JohnC8's avatar
    JohnC8
    Hanging out
    13 hours ago

    Incidentally, in case anyone still interesrted, I was told last month that I would receive an £36 positive correction to the account last month, and was directed debited 36 less accordingly.  This month, I was billed an ADDITIONAL ~£30 for the "unpaid amount" from last bill! Just spend 1 1/2 hours on the phone to the Indian call centre trying to get a correction made.  Failed.  Will never take out another Virgin Media contract.