Forum Discussion

mayh3w's avatar
mayh3w
Joining in
24 days ago

Incorrect bill every month

Hoping for some advice on my billing. It's been incorrectly billed since renewing my contract last at the start of the year where I then decided to add sky sports via the MyVirgin app for a fixed price. Since then I've had no end of issues with my bill being incorrect every month. I must have wasted over a day now calling and using live chat, to either be told I'm wrong before someone else then helps me, manually corrects the bill and says it will be correct next month. And this cycle continues. The last person I spoke to after raising a complaint told me to go to another provider which was excellent customer service. Please help! 

billing
Bills complaints

5 Replies

  • Martin_N's avatar
    Martin_N
    Icon for Forum Team rankForum Team
    24 days ago

    Hi mayh3w,

    Thank you for your post and welcome to the community. 

    We're very sorry to hear about the issue with your billing and the conversations you have had with our agents. 

    What was the last update you have had regarding your complaint?

    ^Martin

  • mayh3w's avatar
    mayh3w
    Joining in
    24 days ago

    The last complaint was closed after a very abrupt phone call, and my current one is unavailable on the app as it just states "there's an error on our side"

    My last conversation with an agent on the 14th May regards to my bill was a promise that my next bill would be correct, I was guaranteed that but it's the same issue as the previous 5 months. 

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      24 days ago

      Hey mayh3w, thank you for reaching back out and letting us know this.

      We are aware sometimes the website does that it doesn't mean the complaint has been closed, just make sure pops ups are allowed.

      Please can you advise what is wrong with the bill, is a different price to what you should be paying?

  • mayh3w's avatar
    mayh3w
    Joining in
    23 days ago

    Hi

    When I renewed my contract to a new 18 month contract it was £47 a month. I then added sky sports HD via the Virgin App at the listed price of £19. My new contract came through which I've emailed to four different support engineers to show the price I should be paying was £66 (now £69.50) with the price increase, including Sky Sports. However every month I have a second Flex subscription added to my bill which makes it a total of £104. This means I'm effectively paying for Sky sports almost twice, and even last month I paid the full £104 instead of it being corrected as it has been every month I've called up. 

    My total bill shows monthly and on my contract I should be paying £69.50 total, I have chats from engineers stating my bill should be this total and guaranteeing me it will be sorted next month but it continues to be incorrect. 

    Please can someone review my legal contract which clearly shows the amount I should be paying and why I'm being overcharged every single month. 

    • Martin_N's avatar
      Martin_N
      Icon for Forum Team rankForum Team
      23 days ago

      Thank you for that information. We can certainly take a look into this for you. 

      I will private message you now. 

      ^Martin