Forum Discussion

laurajayne321's avatar
laurajayne321
Tuning in
27 days ago

Virgin media complaints

Feel like I am being fobbed off all the time! 

I moved home in September 2024. I done it all via the webchat service. An agreed price of £88 for the packaged was agreed. I realised in January 2025 that I was being charged £160! So I contacted VM who said they had no knowledge of this change to the contract taking place. I requested the webchat transcripts and the evidence is there in black and white that they changed and agreed package amount of £88. I called back and spoke with a very helpful man who confirmed i was infact right. I was on the phone for over an hour but he was unable.to get hold of the people who can decrease the package price and to sort out the refund and make my account upto date. I was told a manager would call me back the next working day. That call never came. 

I've just got off the phone to another person who was very unhelpful. Told me there was no evidence to suggest the package had been agreed of £88 despite me telling her the proof was in the web chat transcripts! Feel like i am being majorly fobbed off and going around in circles! 

Can anyone suggest my next steps as this is all getting very frustrating! 

  • goslow's avatar
    goslow
    Alessandro Volta

    Make a DSAR for all relevant info

    https://www.virginmedia.com/help/dsar

    if you want call recordings from Sept you will have to be quick as a 180 day retention period is mentioned for those.

    Have you used the VM formal complaints route?

    https://www.virginmedia.com/help/complaints

    That is a required first step in order to escalate to the ombudsman

    https://www.commsombudsman.org/our-process

    • laurajayne321's avatar
      laurajayne321
      Tuning in

      I have done all of this. Raised a complaint to which they closed even though a resolution was not made. I've got the web transcripts to prove we agreed on a package price. So I guess my only resolution is to contact the ombudsman and watchdog! 

      • Cardiffman282's avatar
        Cardiffman282
        Trouble shooter

        Hold those back as a last resort whilst you wait for the forum team to respond. 

  • Hi laurajayne321,

    Thank you for your post and welcome to the community. 

    We're very sorry for any issue you've had with your package.

    We can certainly take a look into this for you. 

    I will private message you now to confirm your details. 

    ^Martin