Disabled child purchased over 50 movies in 2 hours

[Tracyld]

I have a son whom is autistic with severe learning disabilities also, I moved a couple.of months ago to a different are, in my previous address I had a block on my virgin box as my son kept purchasing games, movies etc amd causing unaffordable bills, when I moved I moved my services with virgin media to my new address, virgin media has a record in file of the issues with my son and also have it listed as a home with a vulnerable disabled child living here. My son purchased over 50 movies in a space of 2 to 3 hours by clicking on them.amd then to the next, I now have a bill for over £240 , my services are cut off, I have spent two whole days being passed backwards and forwards between billing and collections to customer service, I do not understand how a company this large can say I have to pay these charges, anyone with a brain cell can see and tell that noone in their right mind would purchase over 50 movies in such a small amount.of time , also having it on record a vulnerable disabled person at this address and not thinking that this is an issue, they just watch this bill increase and increase to an amount  which is ridiculous. 

After speaking to a manager, and her offering £40 off this ridiculous bill and myself refusing that she has put it through to deadlock?

I was told pay £204 and this would enable them to put my services back on whilst the complaint is being looked at , as this could take a month, I did that, services were put back on last night, woke up this morning services back off, apparently i need to pay another £66 now to get my services back. 

So wonderful to see how this company treats vulnerable disabled customers right before Xmas... ill be limiting my services to.the lowest until contract is finished amd going elsewhere... I am dumbfounded how any company could not see over 50 movies purchased within a couple of hours could be anything but a mistake made by someone that does not understand what they are doing!

Angry is not the word, disappointed and upset and the lack of understanding from such a large company that states they help their vulnerable and disabled customers.

What else can I.do.now, as a single mum I have paid them all I have, now left with no money amd no services again?

[goslow · Accepted solution]

If VM has told you that the issue is at deadlock, VM should issue you with a deadlock letter

https://portal.commsombudsman.org/resources/eight-week-and-deadlock-letters

which should allow you to go to the ombudsman via this process

https://www.commsombudsman.org/our-process

I have never used VM's TV services but is a PIN not required to make a purchase?

You are unlikely to receive a reply from the VM forum team here in ‘Community Natter’. A VIP or moderator might move your topic to a better forum, such as ‘Managing Your Account – Cable’ to get a VM reply. They may be able to help in reactivating your services but they normally take a few days to get to each topic.

[Tracyld]

Thank you for taking the time to help, much appreciated.

[Tracyld]

 I have a son whom is autistic with severe learning disabilities also, I moved a couple.of months ago to a different are, in my previous address I had a block on my virgin box as my son kept purchasing games, movies etc amd causing unaffordable bills, when I moved I moved my services with virgin media to my new address, virgin media has a record in file of the issues with my son and also have it listed as a home with a vulnerable disabled child living here. My son purchased over 50 movies in a space of 2 to 3 hours by clicking on them.amd then to the next, I now have a bill for over £240 , my services are cut off, I have spent two whole days being passed backwards and forwards between billing and collections to customer service, I do not understand how a company this large can say I have to pay these charges, anyone with a brain cell can see and tell that noone in their right mind would purchase over 50 movies in such a small amount.of time , also having it on record a vulnerable disabled person at this address and not thinking that this is an issue, they just watch this bill increase and increase to an amount  which is ridiculous. 

After speaking to a manager, and her offering £40 off this ridiculous bill and myself refusing that she has put it through to deadlock?

I was told pay £204 and this would enable them to put my services back on whilst the complaint is being looked at , as this could take a month, I did that, services were put back on last night, woke up this morning services back off, apparently i need to pay another £66 now to get my services back. 

So wonderful to see how this company treats vulnerable disabled customers right before Xmas... ill be limiting my services to.the lowest until contract is finished amd going elsewhere... I am dumbfounded how any company could not see over 50 movies purchased within a couple of hours could be anything but a mistake made by someone that does not understand what they are doing!

Angry is not the word, disappointed and upset and the lack of understanding from such a large company that states they help their vulnerable and disabled customers.

What else can I.do.now, as a single mum I have paid them all I have, now left with no money amd no services again?

[RetiredATCO]

Already posted hours ago and marked solved.

https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Disabled-child-purchased-over-50-mo...

[Steven_L]

Hello Tracyld,

Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your account at the moment. I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
Kind Regards,
Steven_L