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MarkP2019's avatar
MarkP2019
Joining in
29 days ago

Making a complaint

I’m trying to raise a complaint with Virgin Media about continuous inaccurate billings and payments being taken from my account. I upgraded packages a few months ago and, despite having transcripts from WhatsApp showing what I should be billed (and paying), it changes every month. I then speak to customer service who assure me the issue has been rectified but each month the inaccurate amount is withdrawn from my bank. The cycle of contacting customer support, them promising me the issue has been resolved, and then I get to my next bill/DD date and it’s wrong again. I want to make an official complaint but doing this previously through live chat leads to silence and trying to do it through the complaints form on the website leads me to a broken link/page. Can anyone suggest who to contact at Virgin media and how? Thanks 

complaint

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  • Gareth_L's avatar
    Gareth_L
    Icon for Forum Team rankForum Team
    29 days ago

    Hello MarkP2019.

    Thanks for your first post and welcome to our community.
    Sorry to hear you're having an issue with your billing.
    I'd like to investigate this for you, as it seems you've tried every alternative way to get this resolved.
    If you don't mind, I'll need to send you a private message to pass security. 
    If you can check the envelope at the top right of your screen, that would be great. 
    Gareth_L
     

  • THEGUYVER's avatar
    THEGUYVER
    On our wavelength
    29 days ago

    This is happening to me right now as well!...someone on here is looking into it but that was started a month ago!! Im soooo fed up with VM right now that after 20+ years of loyally being a customer im so close to just jacking it in and saying goodbye

  • Richardr1's avatar
    Richardr1
    Superfast
    29 days ago

    The form on the website worked for me. Log in and go to:

    https://www.virginmedia.com/help/complaints

    They have 8 weeks to satisfactorily deal with the complaint. If they don't then after that period you can take it to the Communications Ombudsman [not CISAS as per their current terms and conditions - Virgin Media stopped using them a while ago].

    If you submit a complaint via the web form you will get a link back to it emailed to you, and will also see a link to it from your accounts page when you login.