Forum Discussion

Tony246's avatar
Tony246
Tuning in
13 days ago

I’m about to explode

Ok this is a long story so bear with me and if there are any Virgin staff that can help it would be appreciated. I renewed my contract after receiving my quote which I signed on 23 Oct 24. It stated that I would stay on my bundle and I wouldn’t lose anything. £75.52. My first bill was correct but every month since then I’ve been charged £88.82. I have contacted Virgin a total of 8 times since then as they are adding £13 for Netflix premium, which is not what my contract paperwork says. I have dozens of screenshots from what’s app messages with Virgin saying the following.

  1. The “tool” that updates the contracts is currently down after my first call to them
  2. Who authorised the contract? You did when you sent it to me
  3. The billing was a mistake and your package is £75. They told me to only pay £75 how? It’s a direct debit you take what you want from it
  4. Your account will be credited never has
  5. The agent has spoken to a manger and the additional £13 will be cancelled never has been
  1. A manager will call you within 48Hrs told this 3 times, they never have called

I’ve tried WhatsApp after they gave me the number and no one answers, I’ve tried the live messaging service told a manger will call me, guess what? Never did.The complaints form won’t let me add my details. I called 3 times this morning on 3 different phones because the calls just end whilst I’m talking to someone. I’ve actually had it now and contacted the ombudsman as they are ignoring the very contract they sent me and that I’ve sent them 3 times on their request.

I hate to sound like a Karen but “I need to talk to a manager 

  • Jake_in_the_Box's avatar
    Jake_in_the_Box
    Joining in
    13 days ago

    I'm finding it very hard to get to speak to someone too. Every attempt leads to a dead end. I'm trying again now. I've seen some agents respond in the group here. Good luck to both of us!

  • Molly_T's avatar
    Molly_T
    Forum Team
    13 days ago

    Hi Tony246 👋 Welcome to the community forum! Thanks for posting. 

    Sorry to hear about all these issues with your package change, your experience trying to raise a complaint and difficulties getting these problems resolved! Once a complaint has been raised you should be able to view and track it's progress via My VM 👉 https://virg.in/mycases . You can also find our complaints code of practice here 👉 https://virg.in/comcop . 

    We'd need to send you a PM to confirm a few details, take a look at the package / contract and investigate what's happened to offer further support. I will send you a PM now, which you can find in your Inbox 📩 at the top right corner of the page. 

    We can then return to this public thread with an update when possible. Thanks for your patience in the meantime! 🌞