Extortionate bill £185.47

[Stephen93]

I decided to get an extra Flex box as I’m in an XPON area, initially went for £80 a month & downgrade from 1gig to M500,  anyway decided to cancel that as I just wanted1 flex box.

contacted VM CS they said I’d have to cancel them & send both of them back & then order a single box, agreed to that that & also went down to M300 also that was £60 a month & add on for TNT £16,

they said they send a parcel to send them back, 2 weeks later nothing has arrived, in the meantime they took £60 at end of November 

just look at my Virgin today & my bill say amount due £185.47,  it’s says I’m on the Bigger Combo Bundle a £146, I just wanted 2 Flex boxes & my internet to be on M300 to cut costs, something is not right here

can anyone from the Virgin Team look at this for me please, quite worrying 

[Stephen93]

Rang the 0345 454 1111 op 1 then 2, after 37 mins CS Rep says I owe nothing & the £185 won’t be taken from me, we’ll see on 27/12/24 that’s when the DD goes out, not counting my chickens, don’t hold out much hope

[Daniel_Et]

Hi @Stephen93, thank you for your post.

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

I can see you've spoken to the team since you posted. Have the issues outlined now been dealt with?

Please pop back to us at your earliest convenience.

Regards,
Daniel

[Stephen93]

Thanks for answering Daniel_Et, don’t think so, not long after the phone call i got an email from VM with my bill, still £185.47, I think when it gets to 27/12/24 they’ll take the whole amount, can you look into this for me please.

they say the reason for it being so high is that initially when I ordered the extra Flex box was on 3/11/21 I entered another 18 month contract, a few days after that I changed my mind so cancelled that & changed to a different contract, because I cancelled & changed to another deal they added all the charges from my previous one, even though I wasn’t told this would happen at the time, seems a strange way on doing things, I would’ve thought in your 14 day calling off period you shouldn’t be charged.

on the phone call all she was going on about was the TNT subscription which ends today & my memorable name & the MAC number my hub

[Akua_A]

In this case, to best look into your billing, we are sending you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this. 

Thanks,