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fade2black3
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Message 11 of 16
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Re: How to cancel - phone line been NA all day!

Hi, 

I'm on the same contract as the original poster and received the email about my bill going up £3.50, and so called the automated line. I was offered the £3.50 discount (not sure if this was to drop my bill to £6.50 or to wipe out the increase), but then I got an email through saying that my bill had been changed and I'd now be paying £24.50.

I phoned up straightaway, and after a little time I got through to the accounts department who said they needed to transfer me through to another department. I got through to them and the guy I spoke to was really friendly, could see the issue and said he would fix it. After a couple of minutes on hold he came back, explained that he needed a manager to sign off what he had done, but in a nutshell he had created some credits to go against the account which would put my bills back to £10 per month. Since speaking with him I have received my latest bill and it is now £10.11. I'm not going to argue over the 11p as it would be a waste of my time, but it does make me worry about next months bill.

I will also be looking to cancel when my contract is up as it has been a lot of hassle having to get Virgin to honour the original contract (I can't tell you how many phone calls I had to make), then this 35% increase in price before my contract has finished, and finally the "mix up" with the £3.50 discount, which actually turned out to be a £14.50 increase had I not contacted you.

Sorry to hijack your thread jnm21, but thought I'd let you know that you weren't alone with this increase/contract mess up. 

jnm21
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Message 12 of 16
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Re: How to cancel - phone line been NA all day!

No problem fade2black3 - it is relevant feedback & hijack away anyhow - the VM staff are ignoring me anyway!

How many messages, calls, PMs, etc. does it take to get treated fairly by VM... I don't know - I haven't hit that number! 😔

Good luck to all fellow customers.

Don't forget if you can't get the jab, get a job... with VM sales - Covid doesn't touch them!

😂😂😂

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Andrison
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Message 13 of 16
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Re: How to cancel - phone line been NA all day!

I too have had very high bills after cancelling my contract and would appreciate it if a Virgin representative on this forum can DM me to confirm it has been sorted. Here are the details:

I've had somewhat of a saga leaving Virgin Media, and I would really appreciate it if someone on this forum who works for Virgin Media could look into this for me, as after multiple webchats and calls I still don't know if it is resolved or where I stand. I have remained calm, respectful and polite to everyone I have spoken to on calls (todays call on 12 Feb being the best example). Here's the details and timeline:

  • I had a fixed price of £32 per a month for 100mbps fibre connection + phone
  • The fixed price ended on 28 Jan 2021
  • On 1 Jan 2021 my bill for billing period 10 Jan to 9 Feb 2021 went up to £38.23. My assumption for this increase is that it included an apportioned price rise for 28 Jan to 9 Feb.  I contacted a customer service advisor via webchat on 1 Jan to arrange another fixed price (to prevent it going up to £49.99 from 28 Jan). It was agreed the price would remain fixed at £32 per month for 18 months, with the latest bill also being amended to £32 accordingly (I have screenshots of the whole conversation I can provide)
  • The email confirmation I received shortly after had the wrong info: "Your next bill will be £64.87 and will be created as normal on 29th January 2021. The following bill will be £49.00 and include all credits and adjustments based on when the changes took effect, this is due 27th February 2021. Your new monthly bundle cost thereafter is: £49.00"
  • I checked my account to see that contract had been changed on 1st January and had actually gone up incorrectly to £49.99 per month, and that my January bill would be £64.87! As if anyone would even actually ring up before the reduced fixed price term ended, asking for the package to be exactly the same, but an early price rise to be applied! I queried this in another online webchat (with Abdul), who agreed this was wrong, "I will adjust the charges and make the payments £32 month, and I request you to provide us next 4 to 5 days to get that done for you" - note that it took 3½ hours to reach the end of the discussion!. Again, I have screenshots of the whole dialogue
  • It goes (almost) without saying that I also attempted to call customer services about this issue but long waiting times made it impossible to get through, so I filled in a complaint form on the website, simply because it seemed the only other way to get in touch with Virgin - and the webchat was not always available and had extremely long waits.
  • I made a follow-up call to customer services (I didn't note the time or date down, unfortunately) explaining my account had not been amended to the agreed contract length and price, asking them to look at my customer contract details in their system, which should (hopefully) show a history of the webchat from 1 and 2 Jan, but they said as I was on the phone they could not look this up. They then offered my £35 a month for one year, but I refused as this was not honouring what I had been offered on 1 Jan and what I have screenshots of as clear evidence
  • I heard no more, and my account and bills had not been amended, so on 7 January I decided to call and gave 30 days formal notice on my account, asking for the erroneous £49.99 contract to be cancelled, as I had not agreed to this price.
  • My Virgin Media service ended at 23:59 on Sat 6 February.  Note this is three full days before the end of the billing period for the £38.23 bill (which I have paid).  When explaining why I was giving notice, the representative said that they had been receiving many cancellation requests and that customer service representatives had been promising prices to customers that Virgin could not actual apply to contracts.  I also requested that no one from the retentions team made follow-up calls to me following this cancellation, because I had a new provider lined up and didn't want to use Virgin anymore ("I can't do this anymore" being my exact words)
  • Since giving notice, I have now received two further bills. The first for £64.87 for the billing period 1 Jan to 9 Mar, payment due Mon 15 Feb); the second for £9.34 for billing period 6 Feb to 9 Mar (payment due 26 Feb). I do not know why I have received either of these bills and have no explanation for the amounts.
  • This means:
  • I've been overcharged by £6.23 for (10 Jan to 9 Feb) This should have been £32
  • I've received bills for £74.21 since cancelling my service.
  • Furthermore, my £32 bill for 10 Jan to 9 Feb is now due a refund (which I calculated to be £4.07) as my contract ended on 6 Feb (three days prior to the end of this billing period).
  • Today, 12 Feb, I spoke to three Virgin representatives (having to explain the situation to each):
  • Billing enquiries: weren't able to deal with the query. Put me through to Customer Services. In fact they cut me off
  • Called back selecting 'Thinking of leaving us' (whom I spoke to on 7 Jan when cancelling contract). Said my account was inactive, so put me through to customer services.
  • Customer services: An hour long conversation in which I calmly and carefully tried to get an explanation and understating of what is happening. It was a vague and hard to following explanation.  My understanding of what I was told is the following:
  • I only have outstanding balance of £9.24 and he was to request this be credited
  • He confirmed I will have no further payments to make. I asked if I could cancel my Direct Debit and he said yes.
  • I requested a credit in total of £19.54, broken down as:
  • £9.24 for what he said is my only outstanding balance with Virgin
  • £6.23 for overcharging in the £38.23 January bill
  • £4.07 for the three days service I did not receive from Feb 7 to Feb 9
  • He said repeatedly this was too much, but offered no clear explanation as to why
  • He said he would put in a request for the £19.54 credit. I appreciate only £10.30 of this needs to be a refund (£9.24 would merely be the crediting of an outstanding bill)
  • I asked what the process is for "requesting" a refund and when and how I would find out. I didn't receive a clear answer.
  • Then he appeared to backtrack and said he would only request a credit of £9.24
  • He said he would request the credit and that he would put me on hold. He put me on hold and shortly afterwards the call was cut off, so I now have no confirmation of what is happening regarding these outstanding bills and overcharges
  • Based on what I was told in this call, I have now cancelled my Direct Debit, as it is my understanding there are no further bills to pay.
  • I have no confirmation of whether I will receive the refund for the £10.30 I am owed for the January overcharge and the three days service in my billing period 10 Jan to 9 Feb I didn't receive due to my service ending

I'm extremely mentally exhausted from the repeated calls, webchats, and general confusion. This isn't the first time either. Having only been with Virgin Media 3 years, this is the second time I've had a long, protracted issue with Virgin following mistakes made by customer service advisors.

Please can a Virgin Media moderator confirm for me:

1. That I now have no outstanding balance to pay. I have cancelled my Direct Debits based on the information in today's call, but given the inaccurate information I have been given repeatedly in the past, I am extremely worried these two bills are not cancelled, and that I am risking debt collection and damage to my credit rating unfairly

2. What is happening with the "request for a refund of the £10.30 that I have been overcharged as stated above

I'd really appreciate a Direct Message from someone to put my mind at rest and close this problem for good.

Thank you.

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jnm21
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Message 14 of 16
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Re: How to cancel - phone line been NA all day!

Andrison, I feel your pain - when I took up the initial £10 offer I had to beat my heat off the wall that is VM EXACTLY as you describe - the unfulfilled 'I will fix your bill' promises were the last straw for me - I cancelled my direct debit & paid them what I owed them, confident I had numerous emails/call logs/screenshots of them agreeing!  Heck I even had one chat person take a 15 minute break in the middle of asking me security questions!  No apology!  I swear it was what is your account number, what is your address, what..., I'll be back in 15 minutes, what...

I had only just got the bills corrected by John on here when it all went south again (not sure if he has left - I got no reply from pleas to him for help with this latest **** up)!

My advice is:

Start a new thread - they ignore people posting in other threads (basically because it is easy to claim they missed it).

Make a detailed record of all contacts. 

They record all calls and can (sometimes will) go off & listen to them.

They are not lying that their systems can't produce contracts matching the price agreed - often they intend to honour the price, but the process & stress it brings to customers is grotesque!

i would have cancelled the DD before the first incorrect bill was debited & made a credit card payment of the correct amount.

Above all GOOD LUCK - all customers need it dealing with VM.  Do report back how you get on.

Alas after nearly 2 weeks I'm still in limbo - Paul is ignoring me, Jason has not called me back, etc.

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jnm21
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Message 15 of 16
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Re: How to cancel - phone line been NA all day!

Just tried to pay £6.50 (more than I believe I owe, but showing willing) & keep getting an error: "Failure of Web Server bridge" & something like 'internal processing error' below it.

Paul or anyone at VM please advise?

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jnm21
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Message 16 of 16
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Re: How to cancel - phone line been NA all day!

Seems that VM believe my original discount has ended early - I never agreed to that change of contract.

Thanks Paul for getting back to me, even if I disagree totally with the position.

Anyone else having issues, the message below sums up what I have done and will do - now up to VM to decide whether they want to see me in court! 😉

Yes Paul I can see that Virgin think my discount has ended - it should not have.

I was under contract to pay £10 per month until April.  Your phone system offered me a £3.50 discount with no other conditions stated or implied (not a £3.50 discount plus a loss of other discounts, etc.), so my bill for this month should be £6.50, which I am about to pay.

I can't recall when in March the £3.50 increase comes in, but let's say it was 1st March, so at £10, with the two £3.50 cancelling out, that would 2 or 3 days at around 30p per day - I will pay a correct bill on that basis.

I have now paid £6.50 - I would appreciate confirmation that my account has been updated to show that it is up to date.

I would also repeat that ALL MONIES OWED ON THE ACCOUNT ARE UNDER DISPUTE.

Many thanks

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