Forum Discussion

filthycelt's avatar
filthycelt
Tuning in
2 years ago

Virgin have completely messed up up my account and I can't get it resolved

I have been with Virgin for 14 years but I think this might be the end of the line for me ...

I renewed my contract at the start of February 2024 for £81 per month.  After receiving the written contract, I decided to cancel the mini-box, taking the monthly payment to £76 per month.  All good.  The man on the phone stated that everything was in order and I dodn't need to do anything else.

It turns out that he cancelled the entire contract and (without my knowledge) I went onto a £175 per month contract.  Multiple phone calls later and I just cannot get this sorted.  To avoid me paying the wrong price, a Virgin employee cancelled my direct debit and I haven't received a bill - until the weekend when I got a final demand for £299!

Every phone call to Virgin takes 45 minutes or more.  No one can sort this out and I haven't had a response to my complaint.  I am going to have to pay the £299 as I need broadband ot work from home.  Honestly, it is farcical.

Has anyone else managed to sort out a situation like this and if so, how did you do it? Any help is greatly appreciated. 

5 Replies

  • Zach_R's avatar
    Zach_R
    Forum Team (Retired)
    2 years ago

    Hi filthycelt,

    Thank you for your post and welcome back to our community forums. We're here to help.

    We're so sorry to hear that there's been an issue with a recent package change and a disputed bill. I'm going to send you a private message in a few moments so we can take a few extra details to investigate. Please respond there when you can.

    Thanks,
     

  • neil100's avatar
    neil100
    On our wavelength
    2 years ago

    This happened to me many years ago , I had a faulty cable box replaced but they kept charging me for 2 , I got red demand letters and bill ended up being £100 of pounds a month, I was even cut off , made about 50 phone calls, they even sent a engineer to my house to count how many boxes and phone lines i had, he rang them back and said only one but they did not believe him their own engineer lol . A threat of legal action sorted it in the end , they knocked £2 off my next bill . Ask to speak to the manager and record the phone call first of all .  

    • unisoft's avatar
      unisoft
      Knows their stuff
      2 years ago
      neil100 wrote:

      This happened to me many years ago , I had a faulty cable box replaced but they kept charging me for 2 , I got red demand letters and bill ended up being £100 of pounds a month, I was even cut off , made about 50 phone calls, they even sent a engineer to my house to count how many boxes and phone lines i had, he rang them back and said only one but they did not believe him their own engineer lol . A threat of legal action sorted it in the end , they knocked £2 off my next bill . Ask to speak to the manager and record the phone call first of all .  

      Sorry for laughing out loud at your serious post, but £2??? The price increase is more than that! 🙂

  • filthycelt's avatar
    filthycelt
    Tuning in
    2 years ago

    So ... 3 weeks later and still no resolution.  I had to pay VM £300 to avoid being cut off because someone put me on a £175 per month tariff instead of £76 per month.

    I have raised a complaint with VM and they got back to me saying that they would correct my package price.  I responded immediately.  That was 2 weeks ago and now VM complaints has gone completely silent.

    So, I am now having to make a complaint about VM complaints department.  I am also raising this as an issue with the Ombudsman.

    Honestly, this company has disgraceful customer service.  I have been happy with the service over the last 14 years but this is the straw that has broken the camel's back. 

    If @Zach_R could help, I would be very grateful.

    • Ashleigh_C's avatar
      Ashleigh_C
      Icon for Forum Team rankForum Team
      2 years ago

      Thank you for popping back to us filthycelt I can see that you are in a PM with one of agents, please do pop back to them when you can and they will do all they can to assist further with this. 

      Thank you.