Over charged

[Mick2094]

Hi
My contract renewed with virgin in April this year and I agreed on a monthly cost of £81. From the outset there was clearly an issue with my account as every month I got an email to say they would be taking £100+ from my account and every month I had to contact them to say it was wrong. I was told time and again that they had sorted the issue only for the same thing to happen the following month.
I didn’t contact them at the start of August and they duly took £255 from my account. I contacted them again and was told that they could credit the excess to my virgin account but I told them I wanted the money back into my bank. I was advised that this would take 14 days. That was 15 days ago. I’ve now been told that they categorically cannot put the money back into my bank and I’ve eventually had to cave in and have it go onto my virgin account. I asked about compensation for my ‘interest free loan’ to them to be told no chance.
I want to take this further with the ombudsman and was wondering if anyone had anything similar and was successful or if it was a bit like virgin and a complete waste of time? I’ve emailed the ceo addresses but not heard anything back yet. I reckon I’ve spent in excess of 10 hours over the last 4 months either on the phone or via WhatsApp to customer services.

Thanks
Mick.

[Matthew_ML]

Hey Mick2094, thank you for reaching out and I am so sorry to hear about this.

I have taken a look and I can see you've spoke to the team lately, did they manage to help? 

[Mick2094]

I very reluctantly had to agree to having my money placed into my virgin account rather than back into my bank. I wished to discuss how I would be compensated for the 10+ hours I have spent over the last 5 months trying to sort virgins errors and also for the anxiety and stress that has been caused to me. The agent point blank refused to discuss saying there was nothing they could do. 

[Kath_F]

Hi Mick2094, 

Thanks for coming back and confirming that for us. We wouldn't be able to do a refund via BACS unfortunately however what you can do is indemnify the payment with your bank and this will return the full amount to you. This will cancel the Direct Debit so you will need to make a manual payment however once the balance is 0, you can then re-setup the Direct Debit ready for your next bill. 

What concerns me though is that the billing is incorrect each month. I'd like to take a closer look at this to get things corrected and ensure this doesn't happen again. In order to do that I will need to confirm some information with you to pass security so I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,