On the 25th March I was charged £34.99 although no further charges were due on my account, and the contract was coming to an end on 30th March. The £34.99 covered the billing period of the new contract 5th April to 5 May.
New contract started on the 1st of April.
I asked for the credit back of £34.99 but what they did was:
£34.99 - £13.99 = £21.99 (which is the new contract amount) and gave back £13.99
On 1st of April they charged my £21.99 + £21.99, so the new cost of the contract and advance amount.
I've queried the £21.99 taken from March, but they are not acknowledging it or even trying to understand why they have kept £21.99 from March?? Or where it has gone or what it covers.
Ivs tried speaking to several advisors but just get fobbed off!!
I asked for a breakdown of the charges but all I got was my previous bills emailed to me.
Any suggestions on what to do next or how to resolve?
Must admit I can't quite work out the dates and the figures, but...
It sounds like you've made a change to your package mid bill cycle. When you do that, pro-rata credits/charges are the way the change is managed on your bills. In other words, days of the old package not being used are pro-rata refunded, and you'll have a pro-rata charge in arrears for the new package. Then the first complete month in advance of the new package.
I *think* that's what you're describing, in which case that's normal process. The figures & dates, I can't get my head round at the moment.
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