Incorrect Contract and Overcharge

[IDONOTKNOWWHY]

Although I asked same issue via WhatsApp, please allow me to post here because still I could not receive any feedback.

I would renew my package and GBP60 including additional service was proposed by VirginMedia Agent, but contract was made with GBP54 mistakenly because some service was not included. In addition this GBP60 looked not to be acceptable by VirginMedia even if Agent of VirginMedia had proposed, then VirginMedia suddenly charge me GBP76 against GBP54 in contract.

Excluded service between GBP60 and GBP54 was solved already with another discussion, but still contract shows GBP54.

Moreover for billing and payment, as what was agreed originally is GBP60, I paid GBP60, but VirginMedia charge late payment fee, also put some service limitation.

I would like to solve this issue also ask not to put any late payment charge also service limitation.

[Ayisha_B]

Hello,

A warm welcome to our Community Forums and thanks for your post. 

I'm so sorry to hear there's been some issues with your contract and billing as a result. 

Our WhatsApp team are not an instant messaging service so apologies for any delays in receiving a reply for them.

We're unable to amend any contracts via the Forums so if you are already in conversation with someone about this issue already via WhatsApp, then I'd advise sticking to the chat and someone will be able to take a closer look into that for you.

Let us know how you get on!

[IDONOTKNOWWHY]

Dear Ayisha_B

Thank you for your posting and respond.

In WhatsApp, someone transfer to otherone then no any update. Even if I sent additional comments, just auto BOT restart newly.

Shuld I stick as you reccomend ?

[Ayisha_B]

Thanks for coming back to me. 

It can take 24 hours for the WhatsApp team to respond. 

If you prefer to call in, you can reach the team on 0345 454 1111.

Any issues, let us know. 

[IDONOTKNOWWHY]

Even if after 24 hrs, no any feed back and any update fron VirginMedia.

I am trying to have several appoach and solve this issue almost for 1 month.

[Paulina_Z]

Hi @IDONOTKNOWWHY,

Thank you for coming back to us. I'm very sorry to hear that this has been your experience with that WhatsApp team. I do apologise. 

Have you been able to give our team a call on 150/ 03454541111 as my colleague suggested? The best hours to get in touch with us would be between 8am-10am when the call queues are quite low.

Please let us know if you've been able to speak to our team about this as we're unable to make package changes on this platform. 

Keep us updated.

Thank you.

[IDONOTKNOWWHY]

Having several approach including call which was recommend but issue was not solved yet unfortunately.

VirginMedia has addressed they can not change against Contract which was proposed and made by themselves.

[Travis_M]

Hi @IDONOTKNOWWHY

Thanks for your reply

Sorry to hear about your issue with your contract, I can see this has been taken all the way to CISAS now so this will be handled independently by them and any due contact will be made with CISAS contacting you.

Regards

[IDONOTKNOWWHY]

CISAS concluded VirginMedia has to offer original GBP 60 package but VirginMedia send below massage to my phone even if I had paid GBP 60 properly.

“Due to a recent missed payment your (my) service are due to be suspended in the next fed days.”

Sorry I can not understand why VirginMedia can do.

[Natalie_L]

Hi IDONOTKNOWHY

I am sorry to hear this. 

Can you please confirm when the decision was reached by CISAS and if you have received any further confirmation of the package cost from ourselves? 

Thanks,