Package fee increased without notification

[DancinDiva]

Following negotiations with the Retentions department, my package fee was set  £30 per month.

However the next month, my package fee was increased to £34 per month without any notification.

However, as stated on that bill that  it "includes no charges outside your agreed cost", which I did not agree to, I attempted to contact VM by phone without success. So I emailed resolutionsteam@virginmedia.co.uk to request that my package needs to be adjusted to what was agreed with the Retentions department and that the overcharge be refunded to my account.

Four weeks since I sent that email, I still haven't had a response, not even an acknowledgement. 

What is the best email address for complaints (and to get a response from)?

 

[Reece_MH · Accepted solution]

Hi @DancinDiva,

Thanks for your post. Sorry to hear you've recognised a discrepancy in your package pricing. So we can look into this for you further, I'm going to pop you a private message.

Please look out for it in the purple envelope in the top-right of the Forums.

Cheers,