Overcharging vulnerable customers
I’m extremely disappointed with virgin media but this seems to be a common issue with the company.
We had agreed to a broadband deal and landline deal in June. My mum still uses the landline and we’ve not changed this part of contract. We upgrade our WiFi speed as the WiFi is always shockingly slow. The agent had not mentioned they would be ‘upgrading’ the landline on the new contract. This was NOT an upgrade as it had moved the calls to only free on weekends? I don’t know how this an offer or why in any reason I would want that for why my mum would want this? They’ve been overcharging for a while and I’ve now been told by virgin media they’re charging my mum £190 pound for making a call on Monday.
This is absolutely awful as my mum has recently been advised as unwell and sick. We had informed virgin media of this situation and that is why we needed the best offer for my mum. According to the call agent, we had called because it was far too expensive. We had called because the service virgin media provides is awful. Every time we call, it is never the truth. The bills are never accurate and I find myself calling several times.
No shock, a manager has not called me back and the agent did not help me at all.
My parents are far too sick for them to be changing broadbands and landlines but what choice do we have at this point?
The fact this wasn’t agreed but still went ahead is shocking and the audacity to offer me another deal to keep the landline on weekdays when I never chose to leave it!!!
I expect Virgin Media to look into the calls and provide us these calls, of course we still haven’t heard back.
Please can someone from the team on here look into this as it seems the Virgin media team on calls aren’t bothered about this and do not want to help us.
My parents simply cannot afford a bill so high especially when they’re sick and can barely speak English!! They aren’t able to work and us kids are currently looking after them to the best of our abilities. It is not fair to take advantage of them in this way!!
Any help would be appreciated or advise.
