Forum Discussion

psychoduck's avatar
psychoduck
Joining in
12 months ago

Getting a bit sick of this. Bill is wrong. Again.

Towards the end of last year I received a phone call from virgin, promising me 1gb internet and sports channels galore, movies, UHD, Netflix the lot.

I jumped at the chance, it wa a huge upgrade for barely £10 more.

New services started, internet never went above 600mb (5 months later, still hasn't but not concerned right now). Half my sports channels were cancelled. I got no UHD, and netflix was standard and not the promised HD.

I came to this forum and John_GS got it sorted for me. I was told my price.

The next month, after my first bill was an adjustment, my bill was wrong. John got it corrected.

The next month, it got screwed up again and they wanted £40 extra. I spoke to someone on WhatsApp, this took a whole day, and they corrected the bill. I confirmed this with John_GS since he had been so helpful, and it was all sorted. My next month bill was what was expected, but this month it's £30 over our agreed amount again.

 

This is really boiling my [MOD EDIT: Language] now.

It's pretty much every bill and it takes so long to get it sorted, and then when I pay a bill, I have to wait a month to find out if they screw it up again.

Can someone here please fix my bill, and get it set so it's the agreed amount for the remainder of my contract, and not frequently jumping up by 40-50%

  • psychoduck's avatar
    psychoduck
    Joining in
    12 months ago

    After looking more at my bill, it appears I have been charged £5 for Netflix UHD, which was agreed to be free as that's what I was promised on the phone.

    And I've also got to pay £25.50 owed from last bill.

    Except that's not my fault, my bill which was adjusted due to an over payment the month before when it was screwed up, came in at £69.50. I clicked to pay it on my phone, and it would only allow me to pay £44, and upon doing so said the bill was fully paid.

     You can see there that it says I was 25.50 short the previous month, which it has said for every bill I pay even when I pay in full. I was told this would happen, but adjustments would level it out at our agreed amount. But there is no adjustment showing, and if I don't pay the full amount and expect an adjustment, I'll get charged what I don't pay, plus this extra 25.50 based on previous bill issues of a similar nature.

    If it is going to be adjusted, I don't see why it's not adjusted when I get the bill, and instead I have to hope it's adjusted after a payment.

    • Alex_RM's avatar
      Alex_RM
      Forum Team
      12 months ago

      Hi psychoduck,

      Thanks for posting and sorry for any confusion regarding your bill.

      If we've applied a rolling credit to cover a certain amount, this would show as 'owed from last bill' because you've not physically paid it, but it wouldn't be owed, because we've covered it.

      So I can go through this in more detail, I've popped you over a private message.

      Alex_Rm