Forum Discussion

stinino's avatar
stinino
Tuning in
23 days ago

VM taking advantage of vulnerable customers

As someone who has recently found themselves facing financial difficulties, I would like to share my personal experience with Virgin Media, a telecommunications giant that, unfortunately, seems to have developed a reputation for exploiting its more vulnerable customers.

It all began when Virgin Media made a promise regarding a specific billing date. However, the execution of this promise was far from straightforward. They attempted to take two payments from my account in the initial month, one of which bounced due to insufficient funds. This left me in a precarious financial position, unable to cover the full amount for that month.

Despite my efforts to communicate my situation to Virgin Media, explaining that attempting to collect two payments from me the following month would leave me without the means to afford basic necessities like food, their response was anything but compassionate. The customer service agent I spoke to seemed more than eager to collect the payment, showing little regard for my predicament.

I pleaded my case, hoping for a bit of understanding or perhaps a slightly smaller payment this month than a double payment that could keep me afloat, which wasn't even made fully aware to me that I had to pay in the initial month. Yet, my concerns were met with a rigid stance—no flexibility, no empathy, just a demand for full payment.

This experience with Virgin Media has been a harsh reminder of how vulnerable customers can be treated by large companies. Their lack of flexibility and understanding in dealing with customers facing financial hardship is deeply troubling and reflects poorly on their overall approach to customer care.

To anyone else who might find themselves in a similar situation, know that you are not alone. It’s crucial for companies to remember that their customers are not just account numbers but people with real lives and real struggles. I hope that Virgin Media and others like them will take a closer look at their policies and strive to support, rather than exploit, those who are most vulnerable.

  • Hi stinino, 

    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 were unaware that your first bill would look a little different and be a higher amount. In your welcome pack, it would advise this and it also gives help links. One of these is linked here

    When your services are installed / activated you’re assigned a billing cycle in our system.  On average it can take 16 days to create your first bill, in which time you’ll have been receiving services from us. Your first month of service will start on your day of installation, and will cover 1 calendar month. This bill will cover your 1st calendar month (from your installation date), plus your month in advance. Future bills are then only billed for a standard month in advance.

    I can see you're in a private message with a colleague and receiving help there so we'll leave this with them.

    Many thanks, 

    • stinino's avatar
      stinino
      Tuning in

      I have cleared security with the first agent. But just to be clear, this wasn't my first bill. This was a payment arrangement setup starting from Decemeber, but I didn't realize they wanted an initial upfront payment and reoccurring payment within the same month, I believed the next payment would be coming out this month, where I've had to pay double and not be left enough for essentials to prevent my services being cut for longer

      • Tom_W1's avatar
        Tom_W1
        Forum Team

        Hi stinino thanks for your reply.

        We do apologise for this - if you need to discuss this further please continue to discuss with our colleague via PM.

        Many thanks