Additional services added without consent

[Ric1973]

I've recently started helping my father in law with his finances, due to his age and visual impairment, and have been meaning to look into reducing his package since earlier this year, when I saw how much he was paying.

When I revisited this today, his monthly charges have jump from around £70 to £115!  After a closer look, in Feb 2024 Sky Sports and Movies were added to his account along with Kids TV.  Yesterday Baby TV and Liverpool FCTV have also been added.  Why would a visually impaired 90 year old, who doesn't support Liverpool or watch much TV, want any of these?

I'm the only person with access to his account, as he's now unable to see his laptop, and I have certainly not added them.  He only has a few visitors and daily carers who would not be interested in any of these either.

Customer service agreed to remove the packages as of today but wouldn't refund the previous charges, I had a slight battle getting them to agree to not charging him for a further 30 days.  I'm now assured that his package has been returned to how it was before and his bill for April will be £72 with no changes to being out of contract, but I'm not convinced.  The agent I spoke to was pleasant enough but was really trying to get me off the phone.

I have two concerns, how did this happen in the first place and has it actually been resolved? At one point I was told he would be charged nearly £140 in May.  When I said that this wasn't acceptable, I was quickly told that they had made a change and he would only be charged £72. 

[japitts · Accepted solution]

There's 2 usual means by which services can be added.

1: Via on-screen menus on your father-in-law's TV box, this would require knowledge of his TV PIN. Has it been changed from the default 1234?

2: Via CS - either by phone or via a chat-method. This should require the account password to be quoted.

[Cardiffman282]

It's a difficult one. VM customer services have been known to add services that have not been requested but not on this sort of industrial scale. On the other hand the mix of services added is very eclectic to say the least. 

If it was me I would ask for the full details of the alleged orders in terms of time, date, method, agent, call recording etc via a data request and take it from there https://www.virginmedia.com/help/dsar-faq

[Ric1973]

Thanks for the reply.

He doesn't know his PIN, certainly couldn't do online chat, and when I checked with him earlier said he'd not called or received any calls from VM.  

Ths CS team advised that the services had been added online, but I'm the only one with access.

It's a mystery.

[Ric1973]

@Cardiffman282 I agree, it's very odd.  Thanks for the advice.  I'm will request further information.

[Vikki_M]

Hi Ric1973

Thanks you for your post and welcome to our community.

I'm sorry to hear abut the dispute regarding the TV add ons.

I'd be happy to take a look at this for you.

I'll send you a private message now.

Please look out for the envelope in the top right of the page and pop back to me when you can. 

[Martin342]

I know it’s not much help but I can assure you you’re not alone. For 5 months now VM Billing Services have been raising a charge for a service I do not have. Late last month I was assured that the matter had been resolved but lo and behold VM Billing Services raised yet a further charge. Through my emails I have alerted VM CEO of what is happening but that seems to make no difference at all VM Biiling Services seemingly just carry on creating false accounts and wrongfully charging customers without consequence.

[Cardiffman282]

See also https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Email-saying-All-sorted-Thanks-for-... 

[Cardiffman282]

It most certainly does PlantPot17. If the owners of the respective threads could please update us on their eventual findings (even if they are taken off to closeted direct messaging with staff) that would be helpful.