Forum Discussion

luke1978's avatar
luke1978
Joining in
20 days ago

Overcharged

 

When my contract ended I arranged a new contract and was happy with the price.i have since been charged £178 a month every month for the last 10 months I was told a manager would sort the over payment out but it has never happened they are now saying that I owe over £1200 in over payments.

I asked if this was the case how come I was not cut off after a month or so as I no friends have been cut off after a month if they owed anything over £80 

I was told that I had not been cutoff as I had a vulnerability marker on my account which I have never stated being vulnerable or needing any help I have asked numerous times what the vulnerability maker is and no one can tell me.I then asked the question do you think it's fair to treat someone who you have marked down as being vulnerable by charging them a extra £108 a month ontop of there agreed bill which they simply would not answer.

I have been with virgin for 15YEARS so know how the contacts work they have now said that I have not even been paying my agreed amount which is taken out of my bank every month with out fail.I have now got to send proof of this which is not a problem.

I ring them get put through to payments I explaine my situation they say we can not do anything I need to speak to customer service so they put me through.I then explain the same thing to them and they say they can not help me it need to be sorted by the payment department.I have been past back and forth around 8 times now and have got absolutely no were.

If you stay loyal to virgin you get punished as new customers always get offered a better deal.Why is this ? I see i am 1 of many this has happened to and this is really stressing me out.Who would pay £178 a month for a tv package that I was quoted £71 can someone please help me on what I can do next as spending another 5 hours on the phone to them is to stressful and I can not do it

 

overcharged
  • goslow's avatar
    goslow
    Alessandro Volta
    20 days ago

    If you log into 'My Virgin Media', what does the contract info/doc's there say you should be paying per month?

    You are unlikely to receive a reply from the VM forum team here in 'Community Natter’. A VIP or moderator might move your topic to a better forum, such as ‘Managing Your Account – Cable’  to get a VM reply.

  • Kath_P's avatar
    Kath_P
    Forum Team
    20 days ago

    Hi luke1978, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you're having an issue with your bills. When making changes online, it can take up to 14 days to process these. As an account holder, it is your responsibility to be checking your bills each month and making sure you're getting in touch should something be incorrect. 

    This is something we can certainly check for you to see what's happened but in order to do that I'll need to confirm some information with you to pass security. 

    I've sent you a direct message to allow us to do this with you in a private space. If you're using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you're on a mobile/tablet device then instead, click on the little circle icon in the top right then select 'Messages'. 😊

    Thanks,