Major Package/Billing Issue

[SP1987]

I will give a brief outline of my diabolical situation. I would greatly appreciate someone from Virgin Media contacting me about this as so far, not one of my issues has been resolved despite around 10 phone calls. This account isn’t even registered with my VM account as it will not let me login using that account nor create a new one with the relevant info. 

- Ordered TiVo & Broadband. Engineer couldn’t install TV without draping either HDMI or LAN cable across the living room as the TV box required direct connection to router. Had to forgo TV, wrote on his feedback form to switch to Streambox.

- Called 9 days later and asked to switch to Streambox. Told I would have to wait until cooling off period ends and contract would be £61 for internet only, but that is temporary as that’s not the contract I signed. Was reassured Streambox deal would be sorted. Told I would be billed by email for around £1,000 for early cancellation fee but that under no circumstances would that be taken (informed it was a necessary but strange quirk in the process)

- Called back, nobody at Virgin knows what I’m talking about re: new deal. Told I was about to be billed £1,000. Said there was no message to indicate the money shouldn’t be taken. Assured they would listen to that call and call me back within two days to sort out the issue and the Streambox deal. Nobody calls.

- Money is taken. 

- I call again and ask why the money was taken. Agent is perplexed, informs me that this was a mistake by the first agent and that it should never have happened. She speaks to her manager, tells me the money will be back in my account the next day. Tells me she will help me with Streambox issue. Puts me on hold, line goes dead. 

- I call 12 days later to beg someone to resolve the issue. Next person (Robbie from Retentions) once again tells me none of this should happen. Promises me he will run it up the flagpole and call me back the next day. I give him a spare number to call just to make sure. Never calls me back. 

In between these main calls were several to an offshore call centre which yielded nothing. Most just tried to sell me a new package, some at a higher price for Streambox than was agreed for the superior TV package. No call backs ever received, money still not returned, still paying £61 for a contract I didn’t agree and no TV in my house. 

Further to this, I did inform an agent that I cannot sign in online to post about my issue. When I attempt to create an account, it fails due to an existing account at this address. When I try to login, it tells me no account exists. The agent told me she would resolve this. She did not. 

I was informed the money would at least be returned by the end of November. No refund as yet. 

Totally lost; every time I call, I have to repeat the whole story and I’m assured someone will call me and sort it. Nothing. Losing my mind. 

[Cardiffman282 · Accepted solution]

It can be very easy to lose one's mind with VM. Its systems and processes, ranging from billing, through CRM, comms, etc, etc, such as they are, have always been poor but are now clearly imploding after years of disinterest, underinvestment, and general contempt for the customer. 

You need to raise a formal complaint with a view to escalating to ADR https://www.virginmedia.com/help/complaints

You can secure the recording of the dodgy statutory cooling off period advice call (and all of the others) here https://www.virginmedia.com/help/dsar-faq

If the one grand fee was taken by DD reverse it via your bank under the Direct Debit Guarantee. https://www.directdebit.co.uk/direct-debit-guarantee/

[SP1987]

Cheers; I’ll start the complaint process and explore reversing the charge. It was over a month ago now. 

Makes sense re: under-investment. Never experienced service like this, absolutely inexplicable stuff. I was told they’ll listen to the recordings of the calls and was even told the names of the agents I spoke with but nobody ever contacted me back. 

Thanks again. 

[Ashleigh_C]

Hi there @SP1987 

Thank you so much for your post and welcome back to the community forums, it's great to have you here. 

I am so sorry that you have faced this issue with your install and thank you so much to Cardiffman282 for their help and guidance so far. 

I know you have mentioned that you would like to start the complaint process, I would be more than happy to look into this with you via a private message. I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.