Additional feature (18) incorrect billing

[tafrock]

I have seen on this board other people having this issue 

I have just noticed an upcoming charge of £6.99 for this allegedly accessed on 28th may (no other details showing)

I was at work Saturday night (and Friday night) only other person in the house is my wife who assures me she has not performed a fee chargeable operation

Other threads on here have mentioned similar incorrect charges 

Can someone message me and look into this for me as I am adamant this should not be on my bill 

Thank you

[Robert_P]

We understand the frustration, to order content of any nature that is chargeable requires the PIN to be inputted multiple times for the content order to go through, these can't be ordered in error or by mistake due to the number of times the PIN is required.

Rob

[tafrock]

Well in my case the pin was allegedly entered. However as there was no one at home at the time of the alleged purchase (I was on nights and my wife was at a meal with friends) there must be some technical glitch that can cause it. I was refunded my non purchase fortunately 

[smbl]

Thanks Tafrock

I'm pleased you can categorically state the purchase was a Virgin issue.

[amynolan2013]

I have charges on my July bill and my August bill totalling £35.

I have tried talking to customer services m, I have been on the phone for 2 hours during my working day to try and resolve and I’m no closer to having these charges removed from my account and I am being accused of accessing pornographic / adult content which I can categorically tell you is not the case!

The service I have received today is disgusting. I have been transferred to 4 different people across 3 different teams to be told the charges totalling £70.90 will not be removed from my account.
 

[Paul_DN]

Hi amynolan2013,

Thank you for reaching out to us in our community and welcome, sorry to hear you have charges on your bill which you do not agree to, if there is a dispute this will need investigating and may need a technician who would be able to see if the charges were correct and the service charged for was used.

Anything which is showing as adult can also be purchased games.

So I can help you I will send you an invite into a private chat, once received plase click on the white envelope to accept.

Regards

Paul.

[Sue5925]

Hi I was in Madrid when I am supposed to have accessed adult stuff 2 days on the trot totaling 14.48. This is a mistake and I have complained but I am still waiting for a reply

[Sue5925]

I have also been charged for adult content which I certainly didn’t access as I was in Madrid at the time. I am still awaiting a response from Virgin. It’s disgusting really

[Sue5925]

so how come this has happened

[Sabrina_B]

Hi @Sue5925 👋.

Thanks for reaching out to us and welcome to the Community Forums, apologies for the issues you are having with some charges on your bill. We would need to bring you in for a private message to discuss this and resolve. 

Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
 

Thanks.
 

Sabrina