Virgin Media keeps overcharging me
I would like to express my deep frustration and disappointment with my recent experience as a customer of Virgin Media. The consistent overcharging and the subsequent handling of the issue have left me feeling utterly exhausted and dissatisfied.
In September, I subscribed to the M125 broadband plan with an agreed-upon monthly fee of £28.99. However, the price listed on the contract they gave me was £69.01. Even though they claimed that they have fixed the price, I have consistently received bills that are significantly higher than the agreed amount. This discrepancy has left me questioning the reliability of Virgin Media's billing system.
My attempts to address this issue with your customer support team have proven to be an exhausting and time-consuming process. The initial point of contact is an automated system that requires a lengthy wait time, often several hours, only to demand a response within a short five-minute window. I have reached out to your support team approximately five times regarding this matter, and each time, I have been assured that the issue was resolved. Unfortunately, the incorrect billing continued, forcing me to contact your team repeatedly.
While there have been instances where the billing discrepancy was rectified, there have been numerous occasions where Virgin Media claimed to have resolved the issue, only for me to discover that I was still being overcharged. This cycle of incorrect billing and subsequent communication has been an incredibly frustrating experience. Even after multiple attempts to resolve the matter, I was charged £69.01 in November and £57.97 in January, despite being promised that all future bills would be corrected. To further compound the issue, I was sent a £28.99 bill for February, despite being informed that I would not be charged for February and would be charged £17.97 only for March to balance my overcharged fees.
The lack of consistency, transparency, and accountability in resolving this matter has left me feeling deceived and taken advantage of as a customer. It is disheartening to believe that Virgin Media may intentionally obfuscate issues to discourage customers from pursuing resolutions. I find it exceedingly unfair that I have had to invest an excessive amount of time and effort, making at least 15 phone calls and WhatsApp chats, with an average waiting duration of at least an hour and sometimes lasting up to 3-4 hours. This is simply not acceptable.
At this point, I am so disillusioned with the entire experience that I am willing to pay my bills for an entire year in advance, in a single payment, just to avoid any further interaction with Virgin Media. The constant frustration and anger, wasted time, and emotional damage for dealing with VIRGIN MEDIA'S MISTAKE have taken a toll on me, and I had expected better customer service and transparency from a reputable company like Virgin Media.
I implore you to thoroughly investigate this matter, rectify the ongoing billing discrepancies promptly, and provide me with a comprehensive explanation for the recurring issues I have faced. I genuinely hope that Virgin Media can address these concerns and restore my faith in your company's ability to provide reliable services and exceptional customer support.
I look forward to a swift resolution to this matter.
