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Money taken out of account for 12 months after leaving provider

Gillam1
Joining in

This message is direct to Rachel Barrass and James Hagin!!!! My name is David Gillam I was a virgin media customer up till February 28 2023 however money was taken from my account for 12 months after. However I contacted yourselves about this in March 2024. What I thought would be smooth turned into a hellish scenario. I've been lied to by agents and promised the world. 3 months 16 calls totalling 10 plus hours of being placed on hold. Overall service and experience as been embarrassing. Eventually getting refunded £425. However, I'm still waiting for compensation. Which I was told in a phonecall this would be addressed on 11 June 2024. Only to find out the refund had not been exported. I've been offered £125 plus another £25 for an agent patently lying to me that he'd contact me on the  11th June to take my bank details. This never happened after changing my day off. Obviously this wasn't possible due to only one refund can be processed at once. Contacted yourselves again and once again left unsatisfied. The situation is ridiculous.

3 REPLIES 3

goslow
Alessandro Volta

Have you put the matter to the ombudsman at any point in this process?

https://www.commsombudsman.org/

Alex_RM
Forum Team
Forum Team

Hi Gillam1,

Thanks for posting and welcome to our community 😊

So I can take a closer look at your complaint, I've popped you over a private message.

Alex_Rm

unisoft
Knows their stuff

@Gillam1 wrote:

This message is direct to Rachel Barrass and James Hagin!!!! My name is David Gillam I was a virgin media customer up till February 28 2023 however money was taken from my account for 12 months after. However I contacted yourselves about this in March 2024. What I thought would be smooth turned into a hellish scenario. I've been lied to by agents and promised the world. 3 months 16 calls totalling 10 plus hours of being placed on hold. Overall service and experience as been embarrassing. Eventually getting refunded £425. However, I'm still waiting for compensation. Which I was told in a phonecall this would be addressed on 11 June 2024. Only to find out the refund had not been exported. I've been offered £125 plus another £25 for an agent patently lying to me that he'd contact me on the  11th June to take my bank details. This never happened after changing my day off. Obviously this wasn't possible due to only one refund can be processed at once. Contacted yourselves again and once again left unsatisfied. The situation is ridiculous.


Do let Ofcom know about your experience as they are monitoring Virgin Media (and other ISPs).

Short, easy online form to complete:

https://ofcomlive.my.salesforce-sites.com/formentry/SitesFormCCTMonitoring