Forum Discussion

NCav08's avatar
NCav08
Joining in
2 years ago

REFUND Required - Overcharge

Hi All,

I agreed a new package deal with Virgin Media at the start of this year.

I have just realised that despite the new agreement they have been overcharging since the outset of the new contract.  Overcharges are equal to £222.

I have just got off the phone with customer support.  They admit they have overcharged me and sent me the agreement confirming the correct amount, but they are saying they can't refund the amount AND can't guarantee it won't happen again next month!!

Does anyone have any tips on how to resolve this without going down the Ombudsman and Small Claims route, please??

I'd like to raise a complaint but their site is down - how are these lot a successful business!!

Thanks in advance 🙂

  • Nathan_B's avatar
    Nathan_B
    Forum Team
    2 years ago

    Hi there NCav08 👋 Welcome to our forum and thanks for your post 😊

    I'm sorry to see you've been having issues with your bills being incorrect. I can certainly understand the frustration with the team not resolving this for you.

    I'll certainly be happy to have this looked into for you, I'll send you a PM to confirm your details so this can be checked.

    Regards

    Nathan

    • JB1002's avatar
      JB1002
      Tuning in
      2 years ago

      When I speak to the customer services team, they can always "understand my frustration" and say they will resolve the issue.  But so far..... nothing.  And if you ask them to email you with an update, they say they can't. A technology company who prefer to send letters?

  • DanB3's avatar
    DanB3
    On our wavelength
    2 years ago

    I'm in the same boat.  Virgin should be fined.  They cannot run a business.

    • Vikki_M's avatar
      Vikki_M
      Forum Team
      2 years ago

      Hi DanB3

      Thank you for your post and welcome back to our community.

      We can see you have provided more detail on a separate post. 

      We will send you a private message so we can look into this further for you.

      Please look out for the envelope in the top right of the page and pop back to us when you can.