Being overcharged, virgin media not honouring contract price

[VShep]

Hello,

I want to complain to the ombudsman, but how do I get a final response letter from virgin?

This has been ongoing since July 2023, I was cancelling my contract, but was offered a deal for 24£ a month broadband, I was given the contract information sheet.

But I keep getting billed 37£, and every time I've called or contacted them on WhatsApp, they say it will be rectified in the next bill, but it never is. I will pay 24 one month, then the next month they will claim back the discount.

I have made a complaint I have a number, and I'm still getting charged £37.

I don't understand.  Is some sort of scam, you offer people cheaper contract to keep them on, but you not honouring the price. How is this legal?

[Sabrina_B]

Hi @VShep 👋.

Thanks for reaching out to us and welcome to the Community Forums. Apologies for the issues that you have had with your package cost, so that we can assist you, we would need to bring you in for a private message.

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

[VShep]

Hello,

I've replied to your PM.

[VShep]

I'm still being overcharged for my bill.

I'm really don't know what else to do. I have been complaining about this since 2023.

Every agent says they have resolved the issue on your end, by giving my discount, but then the next bill always takes discount back and then charge me full price bill.

[Robert_P]

Sorry to hear the billing issues is continuing to happen VShep, when did you last speak to the team in regards to this? We can see you were in a Private Message with a colleague who arranged for a credit to be arranged.

Rob

[Latedev]

As soon as a company breaks contract you can take it to the Ombudsman, who will contact the company themselves and ask for an explanation. As long as you have had contact with the company first and they have not abided by that agreed contract you do have a right to do so.

It always best to contact the company first so that they can rectify matters, but you do need to talk to the retentions team, who will send you their proposal in writing via email. Once you have that, it forms a contract between you and the company.Any breach of that contract can then be reported to the Ombudsman.