Downgraded but still being charged full amount - Frustrated !!!

[Andy1966uk]

I recently down grade from Full TV, Phone and Broadband, down to broadband only. I paid £128 and due to hard times wanted to reduce bill.

However whilst the online tool showed a new revised bill of £60 for Broadband only, Virgin Media have still taken £128 for November. I have tried to call in and got point to the online site, but kept getting an "ooops our fault" phone in.. Going round and round in circles and want t5o know how I get a refund for our over payment. What's the best number to call, as no one wants to help, just sell me upgrades....

[carl_pearce]

Given the notice peroid of contract changes I assume it will be your next bill at £60.

When does your new contract state it starts?

[Andy1966uk]

The next bill showed at £48 pounds as there was a credit presumably, applied to what should be £60 going forward, however they still took £128 out. So what the bill shows and what's deducted are different. £128 was the original fee we paid.

[Daniel_Et]

Hi @Andy1966uk, thank you for your post.

We're sorry to hear about the poor experience you've had and that you feel this way 😔

If you could please answer the question asked by @carl_pearce, we can take things from there.

Regards,
Daniel

[Daniel_Et]

Hi @Andy1966uk,

We've just spotted that you have already responded.

In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

Regards,
Daniel