I made a complaint to Virgin Media on 27 October 2019 and have chased it three times with no response.
I switched to Virgin Media Broadband and phone in November 2018 - at the time I could not switch TV as I was tied in a contract with Sky. As my Sky contract was nearing the end, on 12 October 2019 I enquired about upgrading to include Virgin Media TV. I was given a quote to upgrade to add Bigger Bundle plus movies plus Sports SD and agreed a monthly price of £82 per month for 12 months. I received email confirmation of this with a contract. On 26 October 2019 the engineer came to install the TV package and on the following day I received an email from Virgin Media with a revised contract stating it will be £130 per month - this I would never have agreed to as it would have been more that I was paying with Sky TV.
I tried to call Virgin Media but I was hanging on waiting and waiting so decided to make a complaint via Resolver - . I have chased this on three occasions and haven't even had a response.
I have a copy of the contract received confirming £82 per month so have the evidence of the agreed contract. However am now paying £130 per month. I am therefore being overcharged by £48 per month.
All I ask is that Virgin Media make contact with me and confirm that I am being overcharged and refund any overpayment and put me on the contract I agreed to, of £82 per month.
I really do not want to leave Virgin Media but at the moment I have a very good offer from Sky if I return to them and if my issue is not resolved this week, then I will need to decide whether I cancel Virgin Media (all my services) and go back to Sky and also will refer the matter to CISAS and the Financial Ombudsman.
I have followed the complaints process on Virgin Media Website and to date have heard nothing and yet they are still happy to take my money and overcharging me.
Good luck with getting a resolution to your complaint Mine also remains unresolved since October 2019. I’ve been a customer with VM since the 90’s and am counting down the days to my contract ends. My advice if you’re still in the cooling off period would be to go back to your old supplier as nobody cares in VM - sadly. However if you’re outside your cooling off period they will sting you with an early exit fee gggrrrr !!
I was overcharged in Sept 2019, called offshore and was told they'd sort it, still not done 4 months later.
Asked to speak to uk team was told call back and take your chance, have called back 10 times only to get offshore each time.
This is the one element in my opinion that lets VM down. I'll suffer the initial overcharge but the day my contract is up I'll be gone. Been a customer for over a decade but if I can't get an issue resolved with someone I can talk to then what's the point.
I tried the old detentions option but still goes offshore