Hmm, have I made a mistake

[Charade]

On the 7th of August 2023 I ordered the Ultimate Volt Bundle over the phone for installation in September 2023.

I'm curious as to why I was not offered the choice of the Hisense TV or £200 bill credit, which I believe was offered on the 7th August and available until the 13th of August and so I've bee trying all morning to ask that very question.

The virtual whatsapp AI person was "not helpful" to put it mildly and so I rang the number I used to order the Bundle. After many keypresses I managed to speak to a very polite lady who took all the details and said she would have to speak to someone else and would I mind being put on hold for a couple of minutes, which i didn't.

After about 30 seconds a computer voice cut in asking me to press 1 for this and 2 for that etc which I ignored thinking that my original contact would come back to me. However after another 30 seconds another person cut in who kept telling me "not to worry" about my installtion as she could change it.

I kept tellng her I didn't want it changed and explained the situation 3 times to her as well as asking how she interrupted my original conversation.

She then grasped the idea that I wanted the £200 bill credit and she told me to hold on and the line went dead.

Is this par for the course with Virgin Media? I've been with Sky for 25 years and always managed to speak to someone without a problem but their latest price increase was above and beyond reasonable which is why it was a no brainer to sign up for the Ultimate Volt Bundle

So, if anyone from Customer Services (or anyone else obviously) reads this can they please explain why I wasn't offered the "Special Deal" when I booked the Bundle on the day the offer started (and yes, I should have asked the chap I spoke to order about it but the excitement was too much for me 😊 )?

Not a glorious start to my time with Virgin.

AndyW

[Charade]

Well  Matthew_ML, it looks like someone in the back room has let you down.

You assured me that this Netflix problem was sorted and what happens? The bill I recieved today still has the Netflix Premium subscription on it.

PLEASE SORT THIS OUT ONCE AND FOR ALL!!

AndtW

[Charade]

Well, it's another month and after all the replies from Matthew_ML I'm still being charged for Netflix Premium.

What is comical is that I'm receiving emails vrom Virgin saying that my contract is endind soon (actually April 2025) and if I sign up for another 18 months I can get the full package for £70ish.

I came to Virgin from Sky and I know I'm going back to them after April 2025. Unbelievable incompetance from this lot.

AndyW

[Ilyas_Y]

Thanks for the reply.

I can see you are in a private conversation with my colleague.
They will continue to assist from there.

Kind regards,
Ilyas.

[Charade]

Well. last month, after much wrangling, I had a message that the error ( me paying for Netflix Premium when it should be Netflix standard) has been sorted and was told that "This means that this issue is finally put to bed and I am sorry for any trouble".

Roll on to today and the new bill STILL has me paying for Netflix Premium. Thankfully my contract with Virgin ends 2nd April so it's probably back to Sky for me.

I wouldn't mind staying with Virgin but I'm afraid that fraudulently taking money from my account for a service I don't have is a step too far and having to ring up for a credit, being told the problem's been sorted only for the cycle to repeat again a month later is a definite no-no.

It's a shame really because all the front desk people are friendly and want to help but once a problem gets out through the office door basic incompetence seems to rule.

AndyW

[Carley_S]

Sorry to hear that this is still unresolved for you @Charade 

My colleague who is supporting you on this over private message will be able to assist you further in investigating what's happened. 

Should you've any further questions or concerns, please do reach out to them and they'll be able to assist you further.