Official Complaint not being dealt with

[ashbuck]

Anyone please help with this? I've logged 2 official complaints now with Virgin around issues with billing. Since I renewed my contract months ago it was agreed at a rate of £99 a month, however £116 has been taken and the refund has not been given back to me via a credit onto the next months bill, or via a credit to my bank via the direct debit details Virgin use. I've gone round in circles now and am exasperated with the email responses not even being written in very good English to difficult to understand and have to re-read and make some assumptions based on the bad written English used. I have now reached a point where I desperately need my £17.25 back into my monthly cash flow. How do I progress this issue please? Thanks 

[Lee_R]

Hi @ashbuck, thanks for posting and welcome back to our community.

I am sorry to hear that your package/billing complaints have not been fully resolved. I would love to take a closer look on your behalf.  I am going to send you a private message. Please look out for the purple envelope in the top right of your screen.

Regards

Lee_R

[Lee_R · Accepted solution]

Hi @ashbuck, thanks for getting back to me privately.  

This is just a quick note to confirm you're satisfied with the response and efforts of the forum team?  Remember, if you ever need assistance in the future, our fantastic community and forum team are always willing to lend a hand. Also, please bear in mind that our website offers lots of helpful information and also, you can manage your account from here.  Also, for future reference, if you have an open complaint, you can check upon its status here.

Regards

Lee_R
 

[ashbuck]

Thanks for resolving this via this community portal. Shame logging 2 official complaints didn't work so seems like this is the go to place for assistance.