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Getting overcharged after calling to complain multiple times

Sunu
Joining in

I have been getting overcharged since joining virgin media. I have called numerous times to complain about this and the call centre staff say they will rectify it but I’m still getting overcharged. Can someone please help me with this?

9 REPLIES 9

Megan_L
Forum Team
Forum Team

Hi Sunu, 

Thanks for using the Community Forums to get this issue with your bills looked into, I am sorry if this has been causing some frustration 😥 I would be more than happy to look into this for you!

Could I ask for a little more information about the overcharging below - 

  • Is the over charge amount the same every month? 
  • If you feel your contract price is incorrect, do you have evidence of how much it should be? (Order/contract summary email)
  • If the over charges vary from month to month, could this be due to landline usage? (Calls being made outside of free hours, international calls without free international add on) You can check if this is the case by logging into your MyVM Account and checking your E-Billing.

Please let me know the answers to the questions above. I also have a link here that will help to answer any other questions you have about your bill 👉 Bills Explained.

Thanks,

Megan_L

Manusteve
Joining in

The same thing is happening to me and I can’t see a way out of it. I’ve cancelled my Direct Debit hoping to force the issue 

Hi Manusteve,

Thanks for joining the conversation, I am sorry you're also having this issue with your bills!

I can see you're already in a private conversation with Joe about this, please take a look at his newest response and he will continue to help 🤗

Thanks,

Megan_L

The first month they took £112 then next £104 and then £47 and then £34.99.The deal we agreed to was 31.99.the team member that came to our house said the deal include everyday chatter but it turns out it was only free weekend chatter when we spoke to customer service,so we were getting charged for weekday calls.I have been emailing the team member that came to my house but he hasn’t stopped responding since Monday.The team member said he remembers the original deal we agreed on,when I phoned him on 3rd October.

Thanks for coming back to us @Sunu.

As advised by my colleague, do please continue with our colleague who is in a private messaging conversation with you on this matter

Thanks,

David_Bn

They haven’t replied to my emails since Monday where I have told them the numerous issues we have accounted since joining virgin media. I phoned the team member on 3rd October,he said he would reach out by the end of the month,yet on the 29 October I was the once that had to reach to him again. Very poor communication skills and still hasn’t solved the issues

Hi Sunu,

We are sorry, I will speak to Joe and ask that he contacts you when he is next online. 

Vikki - Forum Team


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Hi it’s been 2 weeks since your team member last emailed me.I emailed him back with the problems I’m having with virgin and he hasn’t replied back.

Zoie_P
Forum Team (Retired)
Forum Team (Retired)

Hi @Sunu,

Thank you for your post and I can only apologise for this confusion on this post. I cannot see where Joe has PM'd you so feel there was a mix-up. I will look into this ASAP for you and pop you a PM, please keep an eye out for the little envelope 📩
Thanks,

Zoie