Repeatedly being overcharged - customer service useless
In February 2020 I renewed my contract with virgin for a bundle package. I agreed £41 a month the service.
Since then, I’ve been overcharged every month at £68 per month.
I’ve called customer service 6 times to try to resolve the issue, spending over 10 hours on the phone - each time the customer service staff acknowledge and confirm that I am being overcharged as they can see the original price I’d agreed on my files. Then I’m either fobbed off by being bounced to another department only to get cut off and have to start again, or a promise of a manager calling me back which never happens.
After going through the chat room helpline, I did receive a small rebate but not what was owed and the direct debits continue to come out at the incorrect, increased amount.
I feel like I’m trapped in this situation with virgin doing nothing to help, and I can’t just cancel my direct debit as it will affect my credit history. I’m completely stuck and really frustrated!
What formal steps can I take to get this resolved? Or is anyone from virgin media on here reading these comments so you can help me?!