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jonbee56
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Message 1 of 8
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Billing issues & zero action

It’s unusual for me to post issues here, but due to lack of response, I need to make my case public.

i agreed a package and cost about a month ago and was told that due to computer and contract issues, I would receive a rolling £10 credit on the account. I then requested confirmation of this but did not receive any information as “there was no way this can be confirmed”

i spoke to the help line without success and email the help manager 3 times without any reply at all.

i also registered a complaint on 14th Feb and have not had any reply whatsoever

i have also emailed the CEO on 18 February and received a response from his team on 21st stating that they are looking into it.

So first thing on 28th I emailed the team again - no response.

this morning I have emailed the team again and registered my second complaint . 

is this a fair way to treat a long term customer ?..... it’s just a simple £10 per month credit. 

 

 

 

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Message 2 of 8
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Re: Billing issues & zero action

Hi jonbee56,

 

Thanks for posting.

 

I am sorry to hear of this experience with the billing, and I do wish to help. To sort this out, I'll send you a quick PM to get some details

 

In terms of the emails, we do aim to be in touch within 28 days with an offer of resolution, so this potentially explains why no reply as of yet.

 

Kind regards,

John_GS
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jonbee56
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Message 3 of 8
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Re: Billing issues & zero action

Many thanks John, details now forwarded to you.
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Message 4 of 8
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Re: Billing issues & zero action

The webform does state before you send it, upto 28 days but they do try within 7 days. 

I get your point about the 7 day bit on there, this has been raised. 

 

Kind regards,

John_GS
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Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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jonbee56
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Message 5 of 8
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Re: Billing issues & zero action

John, Many thanks for the phone call, clarification and resolution of this matter

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Message 6 of 8
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Re: Billing issues & zero action

No worries at all buddy 🙂

 

Is there anything further I can assist you with?

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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jonbee56
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Message 7 of 8
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Re: Billing issues & zero action

Nothing really mate, all sorted now
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Message 8 of 8
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Re: Billing issues & zero action

No worries, pop us a post if you ever do 🙂

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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