Billing and Payment Errors

[MSC1]

Hello,

I have a number of related issues that you have failed to manage through your customer services.

1) I have an active direct debit on my VM account and yet VM failed to ask for funds from my bank for my latest bill.

2) I am 8 months through an introductory 18 month discount period yet for August I received a demand for payment that is in excess of twice that amount.

3) Two months ago I requested a change of direct debit payment date yet this request was never acknowledged nor has it (apparently) been acted upon.

I would like an explanation as to why you have failed on these points.

Thanks,

MSC1

[Ashleigh_C · Accepted solution]

Hi there @MSC1 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry that you have faced these issues and thank you again for posting. Just to let you know we cannot amend direct debit dates or information here on the forums, but I would be more than happy to look into the account with you via a private message and see if we can see what has happened and hopefully get all these points resolved.

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
 

[MSC1]

I have wasted about 12 hours on the phone to customer support lines. Service levels are atrocious.

Apparently your organisation is not able to email me (on the grounds that you have "lost" my email address. I cannot speak with anyone in customer services as you have "lost" my memorable word. The VM app does not function as every time I attempt to log in to VM services I get bounced back to the home page.

Your finance systems have now failed to take my direct debit for the 3rd month in a row, despite reassurances from my bank that it is an active direct debit, yet (apparently) I am being charged for failed DD payment charges.

I also note that as a longstanding O2 customer, I am still being charged for O2 data and call services.

This is now beyond a joke!

Please resolve these issues without me having to phone your call centre and go around in circles to get no resolution.

Thanks.

Matt

[Martin_N]

Hi MSC1,

Thank you for your post. We're sorry to hear abotu the issues you've had when speaking with the team. 

To confirm, are these in relation to a Virgin Media cable account or O2 Mobile account?

^Martin

[MSC1]

Virgin Media account.

I have wasted too much time trying to speak with you folks today.

I just want you to sort this mess out today, because I am losing patience.

[Martin_N]

I do apprecaite your frustration with that. I will private message you now so we can look into this. 

^Martin