I wish to make Virgin Media and their customers aware of a disappointing experience that I had recently with Virgin overseas customer service. My last bill increased by £3.50 and I incurred a phone charge of 44p. As I wished to find out what the extra charges related to, I contacted customer services and was told that the 44p was for a call to a mobile and that the £3.50 was an increase to my monthly package charge. I had not seen the email informing me of the additional charge, so I was unaware of it. However, the reason for my disappointment is not the incurred charges, which were correct, but the fact that the customer service representative promised that both the 44p charge and the £3.50 increase would be removed from my bill, which I was not expecting. Having received my latest bill, I was disappointed to see that no reduction had been made. Now I do not expect valid charges to be removed, but I do expect promises to be kept. So I suggest that customer service representatives are reminded that it is important not to be dishonest with customers, and to not make promises that they cannot keep, in order to appease the customers. This reflects badly on Virgin Media and tarnishes their reputation.