Seriously bad customer service.

I contacted Virgin media via online chat a month ago as they have been charging me a very high amount (£76 a month) for my broadband, and I believed it was way too high for a single person living in a flat alone.

I kept on getting offers of cheaper packages but none were much lower, although I could see very low prices being offered for people on Virgin and O2 (which I am) and all of these were much higher speed for the broadband. I was told that these are only for new customers. I said that whilst I understand the need to get new customers, I have been a virgin customer for years and does customer loyalty not matter, to which I was told that it did, but then the subject was changed and I was then told that I could not change my provider as I had just under 9 months left on my contract.

Upon looking under my billing, I was unable to view my contract so I then entered into an online chat again and was sent my most recent contract, which said it ended in 2020. As I was about to address this they then said that they had found another contract which tied in with what I previously was told and sent me it. The contract stated that I would be charged £56 a month for 19 months and after that it would increase to £76, but I had been paying £76 for the whole contract so far (about 9 months). When I mentioned that they had been overcharging me they kept on making me wait whilst they checked and then said that they were raising a complaint and someone would be in touch, and then they offered to start a new contract for the amount I was being charged incorrectly despite all previously discussed! They kept on making me answer the same questions over and over, and called my by the completely wrong name. so you can imagine my surprise when the next day I got an email saying it was good that we had resolved the issue after speaking and that the complaint was closed, we never spoke!

I then had to call and was passed around and told that they would credit my account and amend it and I would not need to pay anything for 8 months. I asked for this to be confirmed in an email, but was told they could not do so without a managers authorisation and there were none around. They then arranged to call me the next day after work to discuss, and then did not call, but called a few days after whilst I was at work and unable to speak.

I received an email on Feb 19th stating that my account was credited with a one time payment and also a rolling credit to reduce my bill down to the correct amount. I was then called in the evening and this was confirmed with me. Thinking this was resolved I was relieved.

Then today I look and see that Virgin have taken £76 out of my bank account so once more I had to call. Firstly trying to get through on the number is a task as it keeps telling you, you can do that online and ending the call. The only way I could get through to a person was by not selecting an option. Then after 10 minutes I got through to a person who I told I was calling about an ongoing complaint. Before I could say anything else he said let me check and put me on hold for 5 minutes. He came back and said that they are working on my complaint and will be in touch and asked if there was anything else. At this point I said that the reason I was calling was because every time I've been told something was being done, it wasn't done and that now I had been charged. He told me someone would call me back tomorrow. I asked if I could speak to someone now as at this point I'm unable to trust what i am being told. He kept repeating the same thing for another 10 minutes when I was trying to tell him that this is now not good enough and I'm being fobbed off. He then as soon as it got to 6pm (which was 30 minutes after I first called) told me that the managers finish at 6pm and no one can help me today. 

I have completely lost faith in Virgin after all of this and have been repeatedly overcharged and told I would be helped and then not helped. It really just feels like I'm an inconvenience to them and that they couldn't care less. And today it felt like I was stalled so that the manager didn't have to deal with a complaint near to the end of the day. Very bad customer service.