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Multiple billing & account issues

Joining in

Hi there

Just wanted to check if any customer service offered through the community is operated by the same company as who does the live chat and phone calls?

Only reason being as every stage of my contract thus far has been broken, messed up or delt with badly by everyone Ive spoken to.

Issues as follows:

New contract was completed via phone but the operator inputted my ddebit wrong and had to call back within a few days to reconfirm it, despite this they still inputted the data wrong and put my sort code into the name.

This caused my bill to be unpaid and accrue me a late fee which when speaking to live chat was assured it would be removed as well as the offered £50 credit given to my account, as long as I made a payment to be able to update my ddebit details.

Payment was made but the bill still remained the same until a couple of days ago when you still took the entire unadjusted amount and still didnt adjust for the credit or removed fee.

Also alongside this from day 1 my o2 sim & volt addons never worked.

I had to contact live chat to get the volt addons for the sim updated but my Virgin account still shows me as not having an o2 contract and thus am unable to access the wifi pods which are required as 1/3rd of my house doesnt have wifi.

During my last live chat, all of the above were promised to be resolved and none were.

This is currently 3 months into a new contract without a single month of any facet working properly.

Who can I talk to either resolve these issues or/and make a complaint.

Many thanks


Forum Team
Forum Team

Hi there @HD2000 

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

I am so sorry that you have faced these issues with your service! I understand how frustrating this must be.

We do not operate the phone or live chat systems but we can offer customer service help via the forums, and I would be more than happy to take a 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.