In summary, I've been overcharged for months, and Virgin Media's call-centre advisors have been batting me around, either by lying to me or telling me the problem doesn't exist. I am tired of this treatment (eg. I was told someone from the accounts department would call me yesterday, and send an email, but I've had neither) and just want my money back. At this point I'm tempted to simply cancel the direct debit payment and have them chase me for money (maybe that way I'll actually get to talk to someone from their accounts department).
So, back In July 2019 I signed a new contract with Virgin Media, with fixed prices for certain dates due to the deals I was given (up to July 2020).
In October, they raised the prices, even though my contract says the bills are fixed (and their website explains that any price rises will not be applied until after any deals expire).
I phoned their help services multiple times, but it wasn't until December 2019 that I managed to get through to someone who would actually be able to help (the rest told me a variety of lies to get me to end the call as quickly as possible). This chap refunded me the overcharge for the past few months and reset my bill to the correct amount. The December bill came out correctly, and I thought the matter resolved.
In March 2020 I'm looking over my various bills, and spot that the Virgin Media bill had erroneously increased again in January. I call them repeatedly over the new few months, multiple advisors explaining the cost increase is correct (refusing to acknowledge my contract explicitly states fixed prices, and that their own website explains any price increases do not apply until after deals end, even going so far as to say the December chap was wrong to refund me) and that there is nothing to fix.
Until I reach a pleasant lady in June 2020 who reads through the contract clauses with me, and comes to the conclusion that I have been overcharged, and so explains how she will open a ticket with the accounts team to resolve the matter. She explains that there is no external contact number for the accounts department, so I will have to wait up to 28 days for them to contact me.
20 days pass, and I'm having progressively worse connectivity problems, so I call up for aid on that front, and figure I may as well also ask if there has been any progress with the accounts team. The advisor explains that the accounts team emailed and called me on 16th June, but because I hadn't responded they had closed the ticket. I checked my phone (no missed calls on the 16th June) and my emails (no emails from Virgin Media accounts team, but plenty of advertising junk, etc. so they must have the correct address). After talking further with the advisor, she explained that she'd arranged with a member of the accounts team to resend the email, and to call me the next day.
That was on Wednesday 1st July. Yesterday I received no call, and no email . So, yet another lie from their call-centre advisors. And I don't know if a ticket with the accounts team is even open.
