On 28th May I contacted Virgin Media via Live Chat about bills for June, July and August 2024.
I was provided with incorrect bills for that month and I challenged it. I was told automated system generates it.
On 30th May 2024 a bill was generated and between the period of 9th June 2024 until 9th July 2024
I have been charged £7.00 according to the most recent bill.
I was told on 28th of May that I will not be charged any monies for June 2024.
I have proof of this and here is complaint reference number removed
Here is what I was informed via the Live chat on 28th May 2024:
Please find the complaint number removed
£11 GBP credit applied within 24-48 hours
June bill - £0
July bill - £29.00
August bill - £33.00
So why did your systems generate the bill of £7.00 on 30th May 2024. I contacted you BEFORE the bill generation.
How incompetent are your systems and staff that manage the bill process? Tell me this?
Are you going to rectify this so I avoid contacting you again and again.
I've had to contact live chat on 2 occasions about this and still not resolved.
I should NOT have to keep chasing to resolve this, why are your systems/processes not robust and some of your staff incompetent to resolve this matter.
[MOD EDIT: Private details removed]
UPDATE 23/06/2024
Reached out to Live Chat, liaised with agent called "Aakash"and agent has informed me the following:
Aakash has informed me that July 2024 bill that will generate on 28th June 2024 will have the credit applied and should cost me £17.
FAO Virgin Media staff: Can someone here who is a Virgin Media staff member check that the credit has indeed been configured and applied because I do not have to keep chasing you to see if my bills are correct.
I work in customer service and I make sure that a customer does not need to repeatedly come to solve the same issue again and again.
Do I have to get Trading Standards involved?
Forum TeamI'm going to pop you a PM 📩 so we can take a closer look into this.
Thanks
I have replied to your PM.
Just FYI i was informed by Live Chat Agent on 23rd June 2024 a new bill will generate for me on 28th June 2024 and will have the credit of £16 applied.
If you can confirm this will be the case that would be appreciated.
