Forum Discussion

Althoria's avatar
Althoria
Tuning in
2 years ago

Virgin Media are liars and thieves

I have had nothing but trouble since signing up to Virgin broadband.

my first bill should have been £45, but they stole 139.99 from my account.

after weeks waiting for the complaint to be looked at and a multitude of emails saying they were authorised to take the payment, they took it anyway - THEFT.

sorted this out after speaking to 9 (yes 9) different people over 7hrs on the phone… note that they will just end the call on you so you have to start over again.

they agreed I was billed incorrectly and that I would need to claim an indemnity against them with my bank (another lie, but did it a way). I actioned this and then immediately called Virgin to pay my bill in full, minus their BS charges. I was advised by their complaints and resolution team that due to their inaction, lies and theft, that my Oct bill was be gratis and my bill for November, they assured me repeatedly, would be £45.

Bill for OCT generated a £0.00 and no direct debit taken.

Come NOV, I get a bill for £88.50 inc. late payment fees… which they have refused to take off (despite my previous bill being 0) and have said that someone will ‘look into it’.

I have no trust or faith in Virgin or their staff as they are, simply, liars and thieves and otherwise incompetent in handling even the most basic of queries.

Virgin customer service is, frankly, not fit for purpose!

they WILL lie to you and then deny anything, they will mess you around with the billing and trying to actually speak to someone, whether over the phone or email, will take hours, if not weeks - just to have nothing resolved and them lie yet more.

 

I have nothing but regret for signing up to this unscrupulous company and hope my warning will allow others to avoid them. This company should be barred from trading!

note - if Virgin take yet another unauthorised amount from my bank, I will be pressing charges. 


is it too much to ask to just be billed correctly, what was agreed? With Virgin, yes, it is too much to ask.

Nu

22 Replies

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

    Hello, Althoria.
    Thanks for taking the time to create this post and for joining our help forums, a warm welcome to the VM community from us.

    We're sorry to see how you feel about our services and the experience you've had in regard to your bills since you started being a customer, we'd be eager to see how to best help out.

    From what you explain above, we could have a closer look into what's happened and assist you with any billing corrections required to resolve this issue.

    As you're expressing your dissatisfaction about this matter, I'll send you a PM here shortly so we can raise your concerns about the above said and provide with updates/advice on billing too.

    Please, check the top right-hand side of our page to find a little white envelope.
    Click on this and you'll see my message.

    • Althoria's avatar
      Althoria
      Tuning in
      2 years ago

      Why have you lot done this again, you incompetent fools.

       

      if you deduct the amount you’ve billed me for, it will be unlawful and an example of theft.

       

      I was assured by your complaints team that this was sorted!! 

      • carl_pearce's avatar
        carl_pearce
        Superstar
        2 years ago

        There is no point replying to Adri_G, since they are 'Retired'.

        Hopefully another member of the team pick up this thread.

  • Althoria's avatar
    Althoria
    Tuning in
    2 years ago

    They’ve done it again!! The incompetency of this company is staggering.

     

    My bill is meant to be £45, but they’ve doubled it and added a late payment charge despite have my issue ‘resolved’ and my last bill paid in full.

  • Althoria's avatar
    Althoria
    Tuning in
    2 years ago

    Breach of contract, liars, thieves, illegal


    I’ve had enough of Virgin, I’ve been their customer since august and the have doubled billed me EVERY month.

    the last guy I spoke to was nice and he sorted everything out and assured me it wouldn’t happen again, even got a letter in the post confirming this. 

    then low and behold, this months bill is double again.

    Virgin are liars and thieves and in BREACH OF CONTRACT and UK LAW.

     

    I want my services cancelled immediately and and the time I’ve spent contacting you regarding YOUR mistakes to be paid for, which considering I’ve now spent 17hrs on the phone to Virgin will be a little expensive.

     

    DO NOT SIGN UP TO THIS COMPANY!!!!!!!!!!!

     

    [MOD EDIT: Subject title changed for clarity]

  • Althoria's avatar
    Althoria
    Tuning in
    2 months ago

    To update.

    After being harassed by debt collectors sent by Virgin and numerous calls to them, including a call where a ‘complaints manager’ in March ‘24 openly said they were going to Harass me until I paid, I was finally told in April 2024 that the matter was sorted (complaint upheld) and the account was to be closed and there was no further action needed - there was no further contact (no bills, no debt collectors, no calls, nothing).

    Fast forward to 2025 and Virgin have been posting inaccurate and potentially fraudulent missed payment alerts to credit referencing agencies for an even bigger amount, ever since - all without my knowledge (until ClearScore was downloaded) and after the issue was ‘resolved’

    If you have a choice of supplier, do not choose this company. Whilst my experience with them has been extremely negative and cannot surely be reflective of the company as a whole. It doesn’t change that they lied to me, miss-sold me and stole from me. I never once received a bill for an amount I was expecting and they’ve destroyed my credit profile after ‘resolving’ the matter. 

    Virgin Media cannot be trusted and should be avoided if possible.

    They will use underhanded tactics and attempt to bully you into paying. I would recommend recording ALL calls with them (telling them at the start of the call you’re recording) so that you can refer them back to their own words as what they write on their back end system is not reflective in the slightest of the contact you’ve actually had with them.

    Case in point, I was told they had listened to the call (sales call that started all this) and upheld my complaint that I was never informed of any install charges and that they would be removed - they wrote: as a gesture of good will we have credited the account. 
    Same outcome, very different means of getting there.

    I’m sharing my experience so that there can be a more informed decision about what you’re getting into with this company.

    I wish they would just close the account like they said they would and to now undo all the damage they have done to me, for what it’s in their power to do.

     

     

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

      Hello Althoria,

       

      It's disappointing to hear of the issues regarding your account, payments and the impact on your credit file, we understand the frustration caused.

       

      In your post you mention this was raised as a complaint previously and that complaint was upheld, if this was via the ombudsman you would need to contact them in regards to this as we aren't able to discuss this further with you if independent adjudication has already been given.

       

      They will contact our specific team to get this looked into and dealt with if required. Details on how to contact the ombudsman will be in the original deadlock letter received or can be found here.

      • Althoria's avatar
        Althoria
        Tuning in
        2 months ago

        Hi Robert et al.,

        I’ve been seeking arbitration, but due to only finding out this matter was ongoing in Feb 2025 (after being informed by Virgin the matter was resolved in April 2024) and only being informed of an alleged Deadlock letter sent in March 2024 - first mentioned by Virgin at the end of Feb 2025. I am now running out of time and still awaiting Virgin to provide the full recordings and transcripts via a Subject Access Request.

        It is likely that the Ombudsman will not be able to make a ruling.

        Virgin have, in effect, defamed me and carried out a covert form of bullying - all of which I would have been unaware of had I not downloaded ClearScore in a whim at the start of February 2025.

        I left Virgin due to the following issues:

        1 - Miss-Sold to begin with - never informed about double billing nor installation charges (in fact told by your sales person that there were ‘no hidden charges’ when enquiring due to needing to pay for an extra vpn with my previous isp - reason for the call to sales).

        2 - Inaccurate Billing therein:

        Bill 1 - expected £44.50, billed £139.99
        Bill 2 - expected £0, billed -£94.99
        Bill 3 - expected £36, billed £88.50
        Bill 4 - expected £45, billed £97.50
        *please note that a £9 credit was applied for the difference over the course of the contract for the Miss-Sold price (£0.50 x 18 = £9.00) as your system wouldn’t allow you to change the price to wait was agreed, so the difference was credited as part of the “resolution” of this matter.

        3 - Virgin taking Unauthorised Amounts from my account - as soon as the first bill came in I called and repeatedly stressed over the phone and email, that you were NOT Authorised to take the amount billed, but only the amount agreed - Virgin took it anyway.

        Example email to VM:

        “4th reminder….

        You are NOT AUTHORISED to deduct £139.99 from my account

        Can someone please get back to me. 

        Your customer service is appalling!

        A reminder that you are not authorised to take £139.99 from my account, but only £44.50 for the service I am using.”

        I would rather Virgin have the decency to accept that this should never have happened, apologise, close the account (as promised in April 2024) AND remove all your Missed Payment alerts you’ve posted since this account was terminated in December 2023 due to complete loss of faith in being billed correctly as well as a complete loss of trust that only authorised amounts would be taken from my account.

        If I have to take this to court, I will,  but I’d rather Virgin just have the decency to resolve this matter.

        Can this happen? Or will it be the hard way?

        Are Virgin capable of doing the right thing?

  • Althoria's avatar
    Althoria
    Tuning in
    2 months ago

    Hi Kath et al.

    Thanks to Virgin only deciding to tell me this was deadlocked at the end of Feb ‘25 (having supposedly been deadlocked without my knowledge at the start of March ‘24, and despite Virgin saying my Complaint had been upheld on April ‘24) and having to rush to then even be able to speak to them.

    I was not able to give them all the evidence needed in time (Virgin gave Subject Access Request after evidence deadline… funny that…).

    This the Ombudsman cannot make a ruling, leaving me only court to be able to hold you to account.

    I’ve made enquires and this is going to cost me a lot in solicitors fees, despite them all agreeing there is potential case (I’ve sort as much free legal advice as I’m going to get).

    To this end, I am willing to pay you the last bill I received for terminating you for inaccurate billing of £540.72, but only if Virgin Media agree, in writing, to remove the missed payment markers from my credit file (call it a gesture of goodwill if you like, I call it bullying, but hey ho…)

    If you agree to remove the missed payment markers from my credit file, then I will pay you. Otherwise in order to undo the damage you’ve done to me, I have no other recourse than to take you to court.

     

    You get what you want, but I want something in return.

     

    Please note that from your own notes, my December 2023 bill should have been £45, not the £97.50 you billed me and told me you were going to take.

    From VM SAR:

    “ 13/11/23 11:25:08

    Case ID: C-1209231709  Status: Review  Date: 20231113T112507.879 GMT

    AgentID:***  Agent Review:Hello Lawrence, thank you for speaking

    to me today, just to confirm as agreed, we have applied a credit of £7.50 for the late payment charge and £45 has been applied for October sbill, we have amended direct debit to £36 to be taken on 27th November 2023, following bills and will now be £45 from December onwards.”

     

    I called and said I thought it was resolved on the 27th of November 2023 as you took the correct amount, despite being billed £88.50.

    Then Decembers bill came in and I sort legal advice.

     

    I shouldn’t have to pay you, you never billed me correctly, but if you agree to undo the damage you’ve done to my credit file, I will pay you and be done with this debacle.

     

    This is a reasonable offer to end the matter: you agree, in writing, that you’ll undo the damage you’ve done to my credit file and I will pay you whatever the automated voice says on your phone line within 5 working days.

     

    Can we make this agreement to end this and undo the damage you’ve done?

     

    If so, send me an email or a message on here - no calls.

     

    Regards,

    Lawrence

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

      Hi Lawrence, 

      Thanks for coming back to us on this one. I'm afraid we would be unable to offer any further resolution. As the complaint went through our complaint process and was deadlocked, anything in relation to that complaint would now need to be handled via your Ombudsman case handler. If this has been closed with your complaint not upheld, then for any further sort of resolution, you would need to refer to the escalation details given via the Ombudsman. 

      From your post, it sounds like they've advised this would need to be raised in court so if you do seek further resolution, you would need to raise in this way. 

      When it comes to credit reporting, we have to ensure the report is accurate. If you've been late making a payment that you're liable for, the credit team would not change this. The report would be updated to confirm payment has been made though. If a default has been registered then this whilst this wouldn't be removed, it would be updated to show as satisfied. 

      Apologies for any inconvenience. 

      • Althoria's avatar
        Althoria
        Tuning in
        15 days ago

        Reminder of last question.

        Are Virgin willing to stop posting your inaccurate notices to the credit referencing agencies until a judge has made a ruling on this matter?

        I expect not, as Virgin are using this to bully me in the first place.

        I look forward to your reply on this last question.

    • unisoft's avatar
      unisoft
      Knows their stuff
      2 months ago

      Why not small claims court if you have been overcharged multiple times?

      Here's a general outline of the process:

      1. Start with Virgin Media's complaints process:
        They have a formal process for resolving customer complaints, which you should try to exhaust first. 
        2. If the complaint isn't resolved, consider the Communications Ombudsman:
        This is an independent body that can review complaints and issue binding decisions. You'll need a "deadlock letter" from Virgin Media confirming they can't resolve the issue for this step. 
        3. If the Ombudsman can't resolve the issue, consider small claims court:
        This is the next step, where you can file a claim for the money you believe Virgin Media owes you.  THIS IS WHERE YOU ARE NOW
        4. Use Money Claim Online (MCOL):
        This is a free, online service on GOV.UK that allows you to file a claim and serve the court documents to Virgin Media. 
        5. Pay court fees:
        There are fees involved in making a claim and attending a hearing, which vary depending on the claim amount. 
        6. The court will send Virgin Media your claim:
        They will be given time to respond and state whether they will contest the claim. 
        7. If the claim is contested, a hearing will be scheduled:
        You and Virgin Media will appear before a judge, who will decide the case.

       

      NOTE: Most of the time VM do not even show up to contest, based on historic posts.

      Important things to consider:

      Evidence: Gather all relevant documents, such as emails, contracts, and invoices, to support your claim. 
      Be prepared to present your case: You'll need to explain why you believe Virgin Media owes you money. 
      Consider the costs and time involved: Small claims court can be time-consuming and potentially costly, so weigh the potential benefits carefully. 
      Consult with Citizens Advice if needed: They can provide free advice and support on the process. 

  • Althoria's avatar
    Althoria
    Tuning in
    28 days ago

    Thanks Unisoft!

    Virgin - What is your companies registered address where I can send the notice (as required by the courts process) to?

    Regards.

    • Cardiffman282's avatar
      Cardiffman282
      Wise owl
      28 days ago

      Registered office address

      500 Brook Drive, Reading, United Kingdom, RG2 6UU

      • Althoria's avatar
        Althoria
        Tuning in
        20 days ago

        Thank you.

        last question.

        Are Virgin willing to stop posting your inaccurate notices to the credit referencing agencies until a judge has made a ruling on this matter?

        I expect not, as Virgin are using this to bully me in the first place.

        I look forward to your reply on this last question.