Forum Discussion

NickF1's avatar
NickF1
Joining in
2 days ago

VM continuing to bill our account months after we have changed provider !

In Nov-24 we opted to change broadband provider from Virgin media. We followed the advised steps for changing provider and received acknowledgement from Virgin that our change has been logged. 

However, Virgin has continued to bill our account each month. We logged multiple complaints via all the suggested channels and even received a letter from VM acknowledging we had changed provider. However, they continue to bill our account. While we have halted the direct debits - we would like a) to receive a refund and b) stop the continued requests for payment. Given the time elapsed (i.e. 8 weeks from the first complaint) we are seeking to escalate this to the Alternative Dispute Resolution Scheme.

Has anyone experienced a similar situation and found an effective way to resolve? 

Many thanks

billing
complaint
  • goslow's avatar
    goslow
    Alessandro Volta
    2 days ago

    If you have reached the point of being able to go to the ombudsman, don't waste any further time trying to deal with VM. Just open a case with the ombudsman.

    If you have stopped direct debit payments, but without fully/formally concluding all dealings with VM, do make a check on your credit history. VM routinely hands out  credit defaults against customers if VM believes it is owed money, as reported in topics on here. Often the customer knows nothing about this until the next time a credit check is run on them or bailiffs come knocking at the door.

    Did you switch just broadband/landline via OTS? If you had TV as part of your VM package, I don't think this is covered by OTS but don't know what mechanisms VM has in place to cover this (probably none!)

    • crazywoman77's avatar
      crazywoman77
      Joining in
      2 days ago

      Thanks Goslow. Not sure how long I need to leave this before Ombudsman will accept case, but, as a matter of principle, I will do that if no resolution forthcoming. May not be a lot of money in the scheme of things, but if Virgin 'nickel and dimes' everyone, that is not acceptable and very sharp practice. From reading the forum, it would appear that a lot of people are struggling to get answers, without success. Yes, OTS only covers phone and BB, but Virgin 'reassured' me (ha ha ha) that once the line (covering BB and phone) had been disconnected, then TV would effectively be disconnected too. Of course that makes sense, but....?

      • goslow's avatar
        goslow
        Alessandro Volta
        2 days ago
        crazywoman77 wrote:

        Thanks Goslow. Not sure how long I need to leave this before Ombudsman will accept case

        My earlier reply was actually to the OP, NickF1

        Ombudsman process is explained below. If 8 weeks has passed since you first complained about the issue, and VM has not resolved, you can open a case

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

        either that or with a deadlock letter (but OFCOM is currently investigating VM for alleged failures in that regard)

        VM won't usually reply here in 'Community Natter' but you seem to already have a VM reply in 'Managing Your Account'

  • crazywoman77's avatar
    crazywoman77
    Joining in
    2 days ago

    My billing seems to have stopped...but final bill incorrect. 

    Contract end date 22 Feb 25. Unable to negotiate acceptable price, so gave notice on 6 January that I would be leaving (TV, landline and BB). Had an email from Virgin dated 22 Jan acknowledging that Sky had informed them of switch for phone and BB on 13 Feb, including number porting. Queried with Virgin why no mention of TV, but was 'reassured' that, as I wouldn't have a line from Virgin,  TV would also be disconnected.

    On 13 Feb engineer from Circet installed fibre, connected Sky TV, BB and phone. All Virgin services disconnected.

    I understand virgin bills in advance. My 'final' bill, for £124.02, taken by direct debit, covers the period 21 Feb to 11 March - AFTER virgin was disconnected on 13 February. Previous bill, covering month up to 20 February, was for £107.50, and had gone up by £25.63 over month before that. If this reflects loss of discounts, then £25.63 seems a lot to pay for the 2 days before contract ended!

    The statement provided by VM makes no sense whatsoever. They propose refunding me £107.18. This will be by cheque, taking 45 days! Nothing received yet.  I believe I should receive a refund IN FULL for £124.02, for period after I had ceased to be a VM customer on 13 Feb. I believe I should also receive a pro-rata refund from £107.50 bill for the period between 14 February (VM disconnected 13 Feb) and 20 February.  I'm also unclear why bill increased by £25.63 when surely discounts still in place until end of contract on 22 Feb, notice given on 6 Jan. 

    Having seen other forum users' similar frustration, I'm beginning to see a pattern emerging. I'd been with Virgin/NTL for 25 years and was reluctant to leave. Poor customer service was one of the factors influencing my decision. As a matter of principle I will pursue this. Virgin make it as difficult as possible to contact them, so I'm hoping the forum can help!