Billed for calls I never made

[KirstyM156]

I have Virgin Media for TV and broadband.  I don’t want the phone line, it just came as part of the package.  I have never connected a phone to it and have never made a call using it.  Since February this year Virgin have repeatedly charged me for calls I didn’t make and couldn’t possibly have made.  A Virgin Media engineer visited my house on 5th May to investigate and confirmed that I hadn’t made any calls and that it would have been impossible for me to do so.  Still I have had no refund.  I called Virgin Media last week and instead of returning the money they had fraudulently lifted from my bank account, they said it would be credited off the next bill.  I have received the next bill today and there’s no refund, no credit and more overcharging for calls I couldn’t possibly have made.  I am at my wits end with this, completely fed up.  I don’t want to spend another hour on the phone with customer service being given a load of platitudes and nothing happening.  If this isn’t resolved and funds returned to my bank account by the end of next week I’ll be going to Ofcom.

[Matthew_ML]

Hey KirstyM156, thank you for reaching out and I am sorry to hear about this.

If a tech has gone out and confirm this, you should of a got a refund / credit onto the account.

I would like to look into this personally, so I am going to send you a PM.

Please can you look out for the purple envelope. Thanks 

[KirstyM156]

Hi Matt, I don’t seem to have received a PM from you

[John_GS]

Hello @KirstyM156

I'll send you the PM now 🙂

Best

[KirstyM156]

It has Happened yet again, another month of being billed for calls I never made and can’t possibly have made.  Please sort this out ASAP

[Natalie_L]

Hi KirstyM156, 

Thank you for reaching back out to us here on the Community. 

I am very sorry to hear you are receiving the charges again, we will be happy to help. 

I will pop you over a private message to take a few details and we can go from there. 

Speak soon,