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roddymcl's avatar
roddymcl
Tuning in
2 months ago

Pretty sure this is evidence of illegality

I terminated an out-of-contract service with Virgin Media, they initially added an incorrect "early termination fee", which they removed after an hour's chat. But then they added it back on, and got debt collectors to pursue it. Here's where it got interesting.

(1) I told debt agency it was invalid, and they raised dispute with VM, and VM ASSURED them it was correct.

So I took a day off work, and had an 8 hour + 31 minute chat (I have screenshots with timestamps) with them to resolve this, and during this chat:

(2) VM found and removed the incorrect charge and apologised for getting it wrong.

(3) VM explained the error was an accident due to a flaw in their automated billing software creating the charge. YES, THEY ADMITTED THEIR BILLING SOFTWARE IS WRONG!

(4) When I told them I was still unhappy they said they would add the charge back on if I didn't agree to close the complaint!  YES THEY ACTUALLY THREATENED TO ADD A CHARGE THEY ALREADY KNEW WAS WRONG AND HAVE DEBT COLLECTORS PURSUE ME FOR THAT!

I am certain item (4) is illegal. I have screenshots of the entire conversation. I am now on a mission ...

 

5 Replies

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  • Lee_R's avatar
    Lee_R
    Icon for Forum Team rankForum Team
    2 months ago

    Hi roddymcl thanks for posting and welcome to our community. 

    Sorry to hear of issues with your billing. And for any concerns this issue may have caused. So that we can take a look on your behalf, I'm going to send you a private message. Please keep an eye on your inbox in the top right of your screen.

    Regards

    Lee_R

    • roddymcl's avatar
      roddymcl
      Tuning in
      2 months ago

      I have already spent a total of 35 hours dealing with virgin and debt collectors on this attempt to rip me off, so I'm sure you'll understand a little hesitation on my part about spending more valuable hours on virgin chat on this.

      So before I engage with you privately, can you please tell me if there could be any conceivable benefit to me from doing so?

       

    • roddymcl's avatar
      roddymcl
      Tuning in
      2 months ago

      Hi Lee_R, I assume the lack of response here indicates there is not even a CONCEIVABLE benefit of engaging with you. Well, you sure failed to meet a low bar!

      • carl_pearce's avatar
        carl_pearce
        Superstar
        2 months ago

        It can take some time, even several days, for a reply.

        Do not expect an instant response from a forum.