Free activation fee has been charged on my account
3 weeks ago
I took out a new contract on 30th Jan 2021 online and it clearly stated that the activation was FREE until 4th Feb 2021. I took out a new contract partially based on the FREE activation fee. Also received the Virgin Media order email which confirmed the FREE activation fee. Then when I looked online at my account it stated that I would be charged £35 for activation on my first bill. Also when they emailed me the contract, it also stated the £35 activation fee would be on my first bill.
WHY DO VIRGIN MEDIA NOT HAVE A EMAIL ADDRESS THAT CUSTOMERS CAN SEND THERE QUERIES TO.
I was a VM customer for 15 years prior to Sept 2018, thought that customer service might have improved. I guess I have already had the answer!!!!
Just thought that I would update this post. Its over two weeks since I first put this post online. I received a reply from a forum team member and they suggested moving to a PM, private message. The forum team member asked me for some details relating to my account and then asked me to send an email to [MOD EDIT: Removed]. That was FIVE days ago and have not heard anything back.
Today I started a chat on the online message service and explained to the agent the issues I have covered in these posts. Guess what their suggestion was???
They tried to sell me an upgrade to FURTHER increase my monthly costs and stated that they could not sort out any issues with account charges.
IT WAS NOT ABOUT THE MONEY Re: Free activation fee has been charged on my account
it's been a stressful three weeks of phone calls to start with where I was asked about a memorable password to use when telephoning in to customer services. The memorable password which I could not remember creating.
(I remember creating the online password to access my account and a security password to help reset my online password).
Three, no four text messages (ALL OF WHICH WERE IGNORED) asking for help in resolving an issue with being charged an activation fee of £35. It CLEARLY stated in the email that I received straight after pressing the confirm button on the deal that I agreed to whilst at the same time messaging with a chat agent on the online messaging system. I have a complete transcript of ALL the chats that I had right from the 27th Jan 2021 when I was enquiring about how the Mini TV boxes for watching both TV and programmes and movies recorded on the Main 360 box.
Messaging on the VM online chat with four different chat agents. One of who promised on the 4th Feb to sort out my account, but nothing happened.
Keeping records of all phone calls and also keeping screen prints of all chat transcripts and even the messages to the Community forum team members etc.
FINALLY today 24 days after taking out the deal on the VM website the £35 activation fee which was advertised online as being available to customers agreed to take out a deal before 4th Feb 2021. I got help from Paul_DN, a member of Forum Team. In fact I actually got message from another member of the Forum Team who said that "Paul is the best and he will be able to get this sorted for you".
Well Paul did help me, he added a credit of £35 to my account. It was not obvious to me that he had added the £35 credit to my account, Paul told me that the credit would be applied when I paid my first bill that is due to be paid on the 10th March. When I started the process AS IF I was going to pay the bill today, the credit shows against the first bill and reduces the actual payment down to what I should have paid all along.
A big thank you to Paul_DN for correcting an error which was most probably caused by an automated system. That said, it has been a horrible wait stressing about such a small amount of cash, only £35.
IT WAS NOT ABOUT THE MONEY, IT WAS ABOUT VIRGIN MEDIA HONOURING THE AGREEMENT THAT I ENTERED INTO WITH THEM.