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Overchagred by £453 in 6 months

Overcharged2
Joining in

Hi 

I have been a VM customer for many years and recently renewed my contract in May 2023. Since then, the amount charged has varied wildly from the agreed contract, sometimes up to almost 3x the agreed amount despite no additional services being used. I have spent in excess of 5 hours on the phone to customer service, all of whom have been as helpful as possible and have acknowledged there is a significant error on VM's end. However, this issue keeps happening and the billing amount has again this month gone up for no reason. In total, I calculate I have overpaid by £453.08 since 31 May 2023. Can somebody with enough authority to correct this issue once and for all please take a look so I can stop taking up my (and your customer service team's) time? I suggest you also take a look at how this has happened because it seems pretty scandalous that I am being charged such different amounts to what was agreed. 

4 REPLIES 4

Cardiffman282
Knows their stuff

Start formalising things with an official complaint with a view to escalating to Ombudsman Services. 

I'm not a Very Insightful Person (just a little bit, sometimes). I don't work for Virgin Media (but then nor do any of the offshore customer service agents).

Reece_MH
Forum Team
Forum Team

Hi there 👋

Thanks for posting, and welcome to the Community Forums.

I'm sorry to hear about the issues you've been experiencing with your bills. I've taken a look at things on our end, and can see you have spoken with our team since your post.

Were they able to get things resolved for you? Please do let us know, and we'll be more than happy to assist further, if needed.

Cheers,

Reece - Forum Team


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Thanks for the response. I have spoken to the team but the last I heard is that they are trying to make changes but these require manager approval and will get back to me. I haven't heard since last week 

Hi Overcharged2,

Thank you for reaching out to us in our community and for the update, I was able to locate you on our system and can see you did speak to us, so I can help further I will send you an invite into a private chat, once received please click on the white envelope to accept.

Regards

Paul.