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Dodo12
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Late payment charge before Deadlock is resolved?

I have made a formal complaint about a wrong claim about game charges and we have reached a deadlock and I have just received a letter to file the case to independent adjudication and wondering why I still receive a charge for late payment of the said amount (£347.81) since the case is still with the independent adjudication? 
 
Won't you wait for the decision of the independent adjudication, making any claim for the said amount and for even adding late fees payment? 
 
Secondly, am wondering why my package charge is £69. 48 when I didn't ask for any package change other than the initial £29.99 that I signed up for in June.  In addition, you also added £9.27 for package changes? 
 
Why all these charges when I didn't make any request for package change? Why are you so wicked? If all these charges are not taken away and am compelled to pay these charges, one thing I can promise is that, apart from stopping my subscription immediately even if I would pay early charge, I would never use your service again in my life and would make sure that I use all my energy to campaign against your brand. 
 
 
 
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Paul_DN
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Re: Late payment charge before Deadlock is resolved?

Hi Dodo12,

 

Thank you for reaching out to us in our community, I am sorry to hear about this experience, as this has already gone to deadlock and the case is with the independent adjudicator we aren't able to go into this with you and any queries would need to go to them.

 

Kind regards

 

Paul.

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Dodo12
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Re: Late payment charge before Deadlock is resolved?

Yes, I know that you won't be able to do much at this stage, but my surprise is that, won't virgin media wait until the independent adjudicator decides before asking for payment and even charging for late fees?

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Chris_W1
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Re: Late payment charge before Deadlock is resolved?

The late payment fees and bills will continue to be produced as this is an automatic process. When a complaint goes to deadlock you would have declined or final offer and we give the option to take this to CISAS. Chris 

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Dodo12
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Re: Late payment charge before Deadlock is resolved?

The bills is ok, as in as much that I use the service.  But,  the automatic late payment should not be there since CIS has not yet made a decision. 

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Anonymous
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Message 6 of 9
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Re: Late payment charge before Deadlock is resolved?

you have to pay the bills. If its ruled in your faver then you will get a refund. but as it stands you have a unpaid bill and it still needs paying.

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Chris_W1
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Re: Late payment charge before Deadlock is resolved?

Hi Dodo12, thanks for the reply as the bill is overdue and unpaid there would be late payments added. If you were to pay the bill and CISAS ruled in your favor we would abide by their decision. Chris 

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Dodo12
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Re: Late payment charge before Deadlock is resolved?

In the CISAS notification inbox, I saw : Your CISAS Telecom Application No: 606004 - The company has offered to settle in full

And I also received an e-mail from a member of the Virgin media, signed by "Yours sincerely, Michael Dispute Resolution Team"

He said "...I can see that there are no outstanding charges on your account and therefore nothing to be waived"

My Question : 

How can he now say because there is no outstanding charges on my account, therefore nothing to be waived? 

I made the payment based on the replies I received here on the forum, that I need to pay the ostensible fees while the case is pending with CISAS and that if CISAS decide in my favour, I would be refunded back. So I did that and in order to avoid their stand that they will have to put additional fees pending when the case will be settled. 

Since CISAS has ordered a full settlement, I need a full refund of the ostensible fees I paid, as directed by CISAS. 

Below is the e-mail from : "Michael Dispute Resolution Team" 

Dear XXX,

We are contacting you regarding CEDR Resolution Centre Case: 606004.

The company has given all remedies that the customer has asked for.
Amount: £0.00
Details: "Dear XXX, I am a member of the Dispute Resolution Team at Virgin Media, a team separate and independent to the Complaints team. I would like to apologise that you have felt the need to take your complaint to CISAS. After reviewing your complaint I feel this could have been dealt with in a timelier manner. I sincerely apologise for your recent experience with Virgin Media and the trouble you have gone through in order to address this complaint. Following an investigation into your case, and in line with your CISAS application, I can see that there are no outstanding charges on your account and therefore nothing to be waived. I trust this brings the matter to a satisfactory conclusion and closes the case. Yours sincerely, Michael Dispute Resolution Team"

CISAS will now review and the company will then have a period of 20 working days to implement all the remedies, unless an alternative timeframe has been agreed between the parties.

Kind regards,

Centre for Effective Dispute Resolution
70 Fleet Street, London, EC4Y 1EU, United Kingdom
Tel: +44 (0)20 7520 3814
E: cisas@cedr.com

Registered in England as Centre for Effective Dispute Resolution Limited number 2422813 Registered Charity number 1060369
The information in this e-mail and any attachments is confidential and intended solely for the attention and use of the named addressee(s). This information may be subject to legal, professional or other privilege or may otherwise be protected. It must not be disclosed to any person without our authority. If you are not the intended recipient, or a person responsible for delivering it to the intended recipient, you are not authorised to, and must not, disclose, copy, distribute or retain this message or any part of it.

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Anonymous
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Re: Late payment charge before Deadlock is resolved?

so did CISAS day they must pay back any passed bills.
Without knowing the complaint or outcome its impossible to comment.

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