Virgin Media Community

[nicolerolph]

I feel like I'm going crazy. I had Virgin mistakenly change my contract when they applied my Volt benefits - removing a promotional credit I was due to get for another 16 months. I've spoken to at least seven people now and every single one of them has assured me wholeheartedly that this time they have definitely 100% applied the credit back to my account. I've even been told "I'm watching my manager do it right now, and I can see it is now on your account". And guess what... still not there, still being charged extra each month. So far the only thing that's actually been done is a single credit to fix the first incorrect bill - and then a week later the second incorrect one came in.

I'm at a loss. Somehow nobody is understanding when I say "you are the seventh person to tell me this credit has been applied - it hasn't. Whatever you are doing isn't working."

I've spent hours trying to fix this mess and got absolutely nowhere. I have no idea what to do now. Anyone else managed to get out of this cycle of rolling credit applications before? Virgin is by far the best provider in my area, but I can't spend two mornings a week doing this forever - and if I tried to leave now whilst I'm still in contract that would be its own mess.

[Tom_W1]

Hi @nicolerolph thanks for your post, although I'm sorry to hear of your concerns raised here regarding the credits and your bill.

Please allow me to send you a PM so I can look into this further for you and get things resolved.

Kindly expect the PM from me to arrive shortly, and respond directly when you can!

Many thanks