Incorrect Billing

Hi Matthew;

I signed up "on the door" to Broadband only before the new Virgin lines were installed in my area, and was advised i could still get the new customer deal when the lines went live, for other services, if i rang up when the lines went live.

Around a month later, when the lines went live, i rang up to upgrade, and i was advised i could get the 69.99 deal (TV & Broadband), but to get it, i would need to be signed up to a more expensive deal but with credits applied to bring the price down to the new customer deal.

The first bill in Oct was paid in full (for broadband only - £29.99), the second bill with the upgrades was £250+, instead of the 69.99 agreed.

I have had two conversations in October via live chat with Vrigin agents, assuring me that i wouldn't actually be charged the £250+ second bill, as credits would regularly be applied to bring it down to the 69.99.

As above though, this didnt happen, no credits were applied, i paid £250+ in my Nov bil, and i am very concerned that a) i have paid £250+ when i was told numerous times i wouldnt, and b) im concerned about my Dec bill now, if this doesnt get sorted.

Thanks