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Cannot sort out call charges on bill

Hi 

I came back to Virgin after an awful time with Sky. When I signed up again I agreed a discounted package of £35 which includes 

  • Talk More Anytime
  • Telephone Line Rental

My latest plan has call charges for £22.34 which should be included in my package. Cannot get any sense for customer services. Please help

 

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Re: Cannot sort out call charges on bill

Presumably the call details on your bill will detail calls made outwith your plan:

EE90AFF4-427B-4354-A9F1-0259C7B2365F.jpeg

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Re: Cannot sort out call charges on bill

the calls should be included

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Re: Cannot sort out call charges on bill

That certainly seems to confirm that those calls should have been included.

I’m not sure whether the Virgin Media staff here can help with this sort of contract/billing issue.

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Re: Cannot sort out call charges on bill

Hi mtmulville,

 

Thank you for getting in touch regarding your bills, I'm really sorry for nay unexpected charges.

 

I've been unable to locate your services based on the information you've signed up with here, so I'll need to send you a private message before I can complete any investigations. We'll clear account security and I can work to resolve this issue for you.

 

Please head to the purple envelope in the top right corner to respond.

 

Thanks,

Rachael

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