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coastalrc's avatar
coastalrc
On our wavelength
8 months ago

Unknown on Demand charge Oct 2024 bill

HI,

I have seen lots of posts regarding Unknown On Demand Charges through many years.

I have now had the same on my October bill relating to a claimed on demand charge on the 23rd September and wondered if any else has had a phantom on demand charge on their bill of £6.99 in Oct and if it was the same date, as previous posts have shown numerous people being charged on the same date.

This was not me or my wife. I used the chat bot to query the charge and finally got it waived and escalated the complaint.

However I am not happy with responses from the VM person on the Chat.

They could not not tell me exactly what the charge related to.

Nor the the time the supposed on demand request was made

They could not tell me whether a PIN had been used and suggested that the selection may not have needed a PIN!

I told them in my settings the PIN required for payment is and always has been set to on.

Whilst they have waived the charge this time, they say if the same happens in future they will not waive the charge, then abruptly ended the chat.

So can any VM person confirm that no charge can made without using the PIN on the setting as it is. Why cannot they give full details of what the charge relates too, i.e. what exactly the charge refers too, what the exact time was, which device was used and if a PIN was used.

I have changed my PIN as a security measure, but I am still left perturbed how they can charge any customer without supplying full details and try and insinuate the customer is lying.

5 Replies

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  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    8 months ago

    Hi coastalrc, 

    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 unhappy with the service you received from the team via chat. When it comes to any bought On Demand programmes, It will usually show as the name of the programme/movie that you've purchased unless it's an over 18 feature. If that's the case, it will only show as 'Additional Feature 18' on the bill and at our end. 

    In order to purchase the content, a PIN would need to be entered to confirm you wish to add this to the bill. 

    In order to check the credit has been added, and check the time the content was purchased, we would need to confirm some details with you and pass security. I have sent you a direct message to allow us to do this with you in a private space. If you are 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 are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

    Thanks, 

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    8 months ago

    Hi again coastalrc,

    I have just tried to reply to your private message but it looks as though you may have updated your settings to turn these off.

    As we need to request or confirm personal or account sensitive information, you will need to change this setting to allow us to support you further.

    To turn on the PM feature, just click on your name in the top right of the page > Edit Profile > Preferences > Preference Options > Private Messages > Tick the 'Turn on private messages' box > Save changes.

    Pop a post back here once you've done this and I will then be able to send the message.

    Many thanks, 

  • coastalrc's avatar
    coastalrc
    On our wavelength
    8 months ago

    Hi 

    I changed my email address, but no verify email came through. I have changed back to the old email and verified it.

    There is no option under preferences to allow private messages.

    I did replay with my details to your message

    regards 

    Barry

      • Kath_P's avatar
        Kath_P
        Icon for Forum Team rankForum Team
        8 months ago

        Hi coastalrc, 

        Thanks for sticking with me via private message. Whilst you were looking at changing the email address, I think it temporarily disabled the private message function. 

        I've been able to reply now though and hopefully my latest PM provided the information you needed and gave you peace of mind regarding the credit. 

        Let us know if you have any further issues. 

        Thanks,