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cjhb
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BILLING ISSUES

NOW MORE THAN 24 HOURS SINCE I STARTED A PM CONVERSATION ON MY BILLING ISSUES AND NO FURTHER FORWARD.

WHO DO I NEED TO CONTACT TO GET THIS RESOLVED?

newapollo
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Re: BILLING ISSUES

The best and quickest way to sort out billing issues is to call billing.

You should call  150 from a Virgin landline or mobile, or 0345 454 1111, option 1 Billing

The best time to call is between 8am and 10am to avoid call queues, or late afternoon around tea time

Dave

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cjhb
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Re: BILLING ISSUES

Hi Dave,

Tried that route repeatedly. They say they will sort it and then fail to do so and back round the loop we go.

I was told they were not going to debit me this month but lo and behold they did. I manage a customer service team for my company and we would go under if we provided the level of service I have experienced since February not to mention staff being subject to disciplinary measures 😞

Do you know of a number to escalate to?

 

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Sasha_W
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Re: BILLING ISSUES

Hi @cjhb

 

Sorry for the delayed reply, but for future reasons, would you mind not posting again regarding the same issue. If we are in a PM with you we will reply to you, but we may just be away. 

 

But to stop any  confusion, we do ask to only post one at a time. 

 

Thanks 

Sasha - Forum Team


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cjhb
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Re: BILLING ISSUES

No its not ok - you don't disappear without telling a customer what is going on - exceptionally rude and unprofessional.

When can I expect a resolution.

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Sasha_W
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Re: BILLING ISSUES

We are sorry about this, on the forums, we don't always reply instantly, but I have now sent you a PM on your other thread. 

 

Please do refer to there. 

 

Thanks 

Sasha - Forum Team


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cjhb
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ONGOING BILLING ISSUES

Have had issues with incorrect billing for months.

Have been messaging Laurie_C and was promised a call from a manager within 24 hours on Thurs 9th Sept.

Having heard nothing I have tried to follow up the DM today but can't send anything as it says not accepting messages.

Does anyone have a contact to get this resolved, I have an unresolved complaint ref C-140721954 and I am close to passing this to the regulator.

Thanks

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Ashleigh_C
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Re: ONGOING BILLING ISSUES

Hi there @cjhb

 

Thank you so much for your post and I am so sorry that you have not received your call back! 

 

I have emailed the manager and requested that they give you a call back when they are in office tomorrow. 

 

Please let me know how things are after the call has taken place! 

 

Thank you again.

Ash_C
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cjhb
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Re: ONGOING BILLING ISSUES

Sadly, as expected, absolutely nothing. I actually wanted an email response so it doesn't even matter what time this person was working.

Frankly this is a disgrace.

 

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Zoie_P
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Re: ONGOING BILLING ISSUES

Hi CjHb,

I am so sorry to hear you have not had any contact, I will pop you over a PM asking for the best contact number and a few other details and my manager will be in touch today 

Zoie

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