Forum Discussion

Sunu's avatar
Sunu
Joining in
2 years ago

Getting overcharged after calling to complain multiple times

I have been getting overcharged since joining virgin media. I have called numerous times to complain about this and the call centre staff say they will rectify it but I’m still getting overcharged. Can someone please help me with this?

  • Megan_L's avatar
    Megan_L
    Forum Team
    2 years ago

    Hi Sunu, 

    Thanks for using the Community Forums to get this issue with your bills looked into, I am sorry if this has been causing some frustration 😥 I would be more than happy to look into this for you!

    Could I ask for a little more information about the overcharging below - 

    • Is the over charge amount the same every month? 
    • If you feel your contract price is incorrect, do you have evidence of how much it should be? (Order/contract summary email)
    • If the over charges vary from month to month, could this be due to landline usage? (Calls being made outside of free hours, international calls without free international add on) You can check if this is the case by logging into your MyVM Account and checking your E-Billing.

    Please let me know the answers to the questions above. I also have a link here that will help to answer any other questions you have about your bill 👉 Bills Explained.

    Thanks,

    Megan_L

    • Sunu's avatar
      Sunu
      Joining in
      2 years ago

      The first month they took £112 then next £104 and then £47 and then £34.99.The deal we agreed to was 31.99.the team member that came to our house said the deal include everyday chatter but it turns out it was only free weekend chatter when we spoke to customer service,so we were getting charged for weekday calls.I have been emailing the team member that came to my house but he hasn’t stopped responding since Monday.The team member said he remembers the original deal we agreed on,when I phoned him on 3rd October.

      • David_Bn's avatar
        David_Bn
        Forum Team
        2 years ago

        Thanks for coming back to us Sunu.

        As advised by my colleague, do please continue with our colleague who is in a private messaging conversation with you on this matter

        Thanks,

        David_Bn

  • Manusteve's avatar
    Manusteve
    Joining in
    2 years ago

    The same thing is happening to me and I can’t see a way out of it. I’ve cancelled my Direct Debit hoping to force the issue 

    • Megan_L's avatar
      Megan_L
      Forum Team
      2 years ago

      Hi Manusteve,

      Thanks for joining the conversation, I am sorry you're also having this issue with your bills!

      I can see you're already in a private conversation with Joe about this, please take a look at his newest response and he will continue to help 🤗

      Thanks,

      Megan_L