Incorrect Billing

[SentientPulse]

Hello;

I am not sure how to get this issue dealt with swiftly, when i ring the Virgin Media number for bill issues it just disconnects and says it will send you a text, i have had two seperate very long chats via the "speak to us" help section, both of which clearly didnt work.

I signed up to Virgin initially on Broadband only, via Virgin sales people who canvass new installation areas.

I signed up to this based on a promise that i could upgrade to new customer packages once the new fibre in my area went live.

I rang to upgrade my package after 1 month, and when the new fibre installations went live, i agreed a package but was told there would have to be a monthly credit applied to my account as although i could be given the 69.99 deal, the actual amount was higher and i would have to have a credit applied every month to bring it down to the lower amount.

I sae my November bill appear, which was £250 plus, i spoke to one person via chat, and i was advised the credits would be applied.

I checked again on the 15th Oct, i didnt see any credits against the future bill, so i had an online chat with another person, who again assured me that credits would be applied, and i wouldnt see them until they were applied, so the bill looks larger than it should be.

1st Nov comes, £250+ has come out of my account.

Im not against speaking via the chat help section again, but it has already failed twice to solve the issue, and i dont seem to be able to actually speak to a person about it.

Are there agents on here for Virgin, who could pick this up please?, or at least advise how i can actually get this dealt with?

Thanks

[Matthew_ML]

Hey SentitentPulse,  thank you for reaching out and a warm welcome to the community I am so sorry to hear about this.

So just to confirm, you signed up to your original deal and then changed this within a month?

Was the first bill paid off at all, if so there could of been some pro rota charges?

When you got your new deal, was it confirmed you would be paying £66.99?

[SentientPulse]

Hi Matthew;

I signed up "on the door" to Broadband only before the new Virgin lines were installed in my area, and was advised i could still get the new customer deal when the lines went live, for other services, if i rang up when the lines went live.

Around a month later, when the lines went live, i rang up to upgrade, and i was advised i could get the 69.99 deal (TV & Broadband), but to get it, i would need to be signed up to a more expensive deal but with credits applied to bring the price down to the new customer deal.

The first bill in Oct was paid in full (for broadband only - £29.99), the second bill with the upgrades was £250+, instead of the 69.99 agreed.

I have had two conversations in October via live chat with Vrigin agents, assuring me that i wouldn't actually be charged the £250+ second bill, as credits would regularly be applied to bring it down to the 69.99.

As above though, this didnt happen, no credits were applied, i paid £250+ in my Nov bil, and i am very concerned that a) i have paid £250+ when i was told numerous times i wouldnt, and b) im concerned about my Dec bill now, if this doesnt get sorted.

Thanks

[Kath_P]

Hi SentientPulse, 

Thanks for coming back and expanding further on this one. We'd like to take a closer look into this for you but in order to do that I will need to confirm some information with you to pass security. 

I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,