Overcharged on Final Bill and Late Payment Charge Incurred
Like many others I chose to leave Virgin Media after 10 years (over 20 if you count our time with NTL and Diamond cable). I gave 60 days notice and was assured it would all be resolved.
To my surprise, having already paid the penultimate bill in full via DD on the usual date, same as any other month, I was presented with a final bill. On this bill it told me I had made a late payment and also that my discount had been removed from the last bill until the end of the notice periodd., despite my discount being valid until February.
I spent nearly 2 hours on the phone, being passed to 5 different representives, and was finally assured their issue was fixed and I would get the £7.50 late payment fee refunded, due to it being VM's error, and I would also get a credit of £15 to cover the error in the final bill with the discount.
My final bill was again taken in full at the end of the contract, nearly 2 weeks ago and I was sent a note saying I had £15 in credit now. This should have been £22.50 and hasn't been paid out, I can tell this will be painful to recover.
Yesterday I got my updated credit report and I am disgusted to see Virgin Media have marked my account with a late payment! I've now been on hold for 35 minutes to speak to someone but I'm sure this will disconnect in 15 minutes, when the call centre closes. I managed to register and write this entire post whilst waiting at least.
I tried raising a complaint at the time but the online form failed to send so I am hoping someone here can help.