Contract charges agreed to not applied

[ismailjewel72]

Need someone to contact me as previous attempts to clarify why the charges on my change of address have not been applied. The charges for £20 for the  change my address fee,  plus the £27 monthly bill agreed to as per what was being charged at my old address have not applied.  A payment of  £64.70  has been taken from my bank account today instead of £47. In addition I do not believe the rolling credit of £6 has been applied to the £33 so that I can be charged £27 as agreed for my future bills. No does it show anywhere on the contracgt. Previous conversations with advisors have told me to ignore this and the rolling credit would be applied. I did not have internet for 3 days when I moved to my new address only to be told the device is registered to my old address still and they had to change it. In addition I cannot see any bills for my new address since moving on the 1st of November not does it allow my email address to be associated with a new account number generated since I moved. Well confusing and no one has a clue what to do and how to resolve this previously. Had the same at the beginning of the year and very long winded. Need someone to assist please.

[ismailjewel72]

Not sure if I have posted this in the right thread. It is for my broadband package

[ismailjewel72]

Need someone to contact me as previous attempts to clarify why the charges on my change of address have not been applied. The charges for £20 for the change my address fee, plus the £27 monthly bill agreed to as per what was being charged at my old address have not applied. A payment of £64.70 has been taken from my bank account today instead of £47. In addition I do not believe the rolling credit of £6 has been applied to the £33 so that I can be charged £27 as agreed for my future bills. No does it show anywhere on the contracgt. Previous conversations with advisors have told me to ignore this and the rolling credit would be applied. I did not have internet for 3 days when I moved to my new address only to be told the device is registered to my old address still and they had to change it. In addition I cannot see any bills for my new address since moving on the 1st of November not does it allow my email address to be associated with a new account number generated since I moved. Well confusing and no one has a clue what to do and how to resolve this previously. Had the same at the beginning of the year and very long winded. Need someone to assist please.

[Beth_G · Accepted solution]

Hi ismailjewel72

Thank you for your post, welcome back to the forums.

I'm sorry to hear there's been some issues with your contract pricing following your home move.

In regards to your online account, when a customer moves home we'll need to complete something called a 'move and transfer' so that they can continue to use the same My Virgin Media credentials, with their new account details. I can complete this for you.

In regards to the charges after a home move, customers usually receive a double bill as you'll be charged for the services you've used whilst at the new address, and then a month in advance (as we bill in advance). However I can also double-check this for you via PM and ensure everything is correct.

Thanks

[Lee_R]

Hi @ismailjewel72 thanks for posting.

Sorry to hear that your package price has not yet been honoured. I can see that you're liaising with my colleague Beth. I will therefore leave you in her very capable hands. And we'll get this thread closed.

Regards

Lee

[ismailjewel72]

Hi there Lee. Is it this on the other post I raised on Volt in error?

[ismailjewel72]

Hi there. Thanks Beth appreciate you getting back to me. Can I message you on private message if you send me a message? I am going out but will message you later today when I am available?

[ismailjewel72]

Update : All resolved. Thanks Beth for all your help. 🙂