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Billing error

  1. Virgin have charged me for phone calls even though we had never used a Virgin phone and engineer confirmed the Virgin line connected as part of our package was not working. I paid everything I owed apart from the erroneous charges. Impossible to talk about this as I didn’t know my “verbal” password! Unbelievable as Virgin put everything online and now have no paper bills and I log in to my account using a different password. Virgin cut me off even though it was their error and have now paid to get reconnected. I am boiling mad at their inefficient handling off, this want my money refunded and compensation. How do I complain to the ombudsman.
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Re: Billing error

Hi Nick99,

 

Thanks for your post and welcome to the community.

 

I'm really sorry that you've had some charges for calls you haven't made since your phone line wasn't working.

 

It sounds like there has been an issue with a crossed line, and I'd like to make sure we clear those charges for you. 

 

I'll pop you a private message now.

 

Thanks

 

Melissa 

 

 

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