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Billed for calls I never made

Tuning in

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.


Forum Team
Forum Team

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 

Matt - Forum Team

New around here?

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

Hello @KirstyM156

I'll send you the PM now 🙂


Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

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

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,