Incorrect billing

[Jenny98]

On calling to cancel because of price rises I was offered a different price  to stay with no change of contract.

I was on 27 a month was offered  15 for the first month followed by £18 for the 13 months until end of contact. 

I was billed 15 then the next bill went back up to £27 a month. After spending well over 2 hours on the phone they are now telling  me is a OFFSET  not what I woukd be paying. But my correspondence cleary states monthly service charge £18

If thats the case then why the 15 charge last month!  Not Happy  being lied to to stay with Virgin. At the time i could have got a better deal!

Also was told he was entering a complaint and would be sent details of this  in a few days .... Nothing at all received

[Kath_F]

Hi gwall3945, 

Thanks for coming back to us on this. We're sorry to hear there has been some further complications when it's come to ending your services with us. 

Usually when there is an export, this can sometimes take some time to complete. This is to ensure the line isn't disconnected before everything is set up with the new provider. I can take a look at things this end to see when the work order is due to close. Once this is closed, any remaining services will then also be cancelled. 

I will need to confirm some information with you to pass security so 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,