Forum Discussion

Tim102's avatar
Tim102
Just joined
2 months ago

Frustrated - double billing and no help

I recently joined VM and 2 months in, I have been double billed and charged late payment fees on a bill I already paid. I called them to sort this out and they said I needed my memorable word which I don't remember setting. They tell me to reset it on my account in order to help me but my account doesn't have the option to reset. They tell me to choose "Account Details" and I keep telling them there is no such option (see below screenshots). Eventually, they tell me the interface recently changed so they don't know how it works now. They then said, they will write me a letter which will take 5 days. What a terrible service. Now thinking of going back to Sky. Double charge and No help, that's a terrible combination.

 

4 Replies

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

    Hi Tim102​ 

    You need to  go a few steps further into the settings so you can reset your memorable word.

    Go to My Virgin Media > Account Settings > Identity & Security Settings >

    Then under ID Settings select Manage Your Products (Virgin Media & O2 accounts see 1st photo

    Then under Virgin Media Account click next to Telephone password, to set your new password.

     

    • Tim102's avatar
      Tim102
      Just joined
      2 months ago

      Thanks, that worked. Now I need my bill sorted.

      • Sabrina_B's avatar
        Sabrina_B
        Icon for Forum Team rankForum Team
        2 months ago

        Perfect, thanks for the update on this, for your bill we would need to discuss in a private message, please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
         

        Thanks.
         

        Sabrina

  • Sabrina_B's avatar
    Sabrina_B
    Icon for Forum Team rankForum Team
    2 months ago

    Hi Tim102 👋.

    Thanks for reaching out to us and welcome to the Community Forums, sorry to hear of the issues that you have been facing with your billing situation. So that we can assist you we would need to bring you in for a private message, please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
     

    Thanks.
     

    Sabrina