I want to make a complaint regarding my virgin media account, I am being billed incorrectly every month, below is a timeline of events/complaints I have made.
I renewed my contract on the 02/02/2023, we agreed the amount of £60 for the same services I already had, when my contract came through it was for the amount of £70 monthly, I queried this and in the end got it sorted for the correct amount of £60 due to there error they would add a rolling £10 credit so it was always corrected to £60.
I made a complaint under reference C-0202231383 on 02/02/2023 which was sorted/resolved by the 09/02/2023 and was told my 1st bill would be £35.13.
I received my 1st bill on the 17/02/2023 which was incorrect and showing as £45.13, at this point I was dealing with someone directly by email named Alexandra Pitis who was very helpful who then called me and explained they will get it amended so only the £35.13 came out which it did.
On 18/03/2023 I received my bill which was for the amount of £70 which was incorrect, I reached out to Alexandra again who then called me and sorted this out again by amending the direct debit to £60. I registered another complaint again under reference C-180323552 which was resolved the same day.
On 17/04/2023 I received my bill which was incorrect again to the amount of £70, this time I emailed Alexandra to call me to which she did and it was resolved without complaint by it being amended so my direct debit was only £60, however my direct debit amount taken was £70. I reached out again and made a complaint under reference C-3005231437 and was promised the following month would have been £50
On 17/05/2023 I received my bill for £60, when it should have been £50 due to the previous months error, I spoke with Alexandra and my direct debit was amended so only £50 was taken.
On 17/06/2023 I received my bill which was incorrect at the amount of £70 I reached out again and the direct debit was amended to £60.
On 17/07/2023 I received my incorrect bill of £70, I made a complaint under reference C-180723219 which again was sorted the same day and my direct debit was amended to £60.
On 16/08/2023 I received my incorrect bill of £70, I made a complaint under reference C-170823347 which was sorted the same day and I was told this wouldn't happen again and my direct debit was amended to £60.
On 16/09/2023 I received my incorrect bill of £70 which I called up and it was amended to the correct amount of £60 for my direct debit.
On 17/10/2023 I received my incorrect bill again of £70 which I called up and it was amended to the correct amount of £60 for my direct debit.
On 17/11/2023 I received my incorrect bill of £70, I contacted on WhatsApp and made a complaint under reference C-171023647 and was told my direct debit will be amended to £60. When my direct debit came out on 04/12/2023 it was £70, not the amended £60 it was meant to be. On 04/12/2023 I, made a complaint under reference C-041223101. I was sent a cheque for the £10 overpayment and was told I would get an extra £5 off my bill due to there error.
On 17/12/2023 I received my incorrect bill for £65, it should have been £55, I made contact via WhatsApp and they amended the direct debit so only £55 came out.
On 16/01/2024 I received my incorrect bill of £70, I reached out on WhatsApp and was told they would amend the direct debit to £60 and it won't happen again.
On 18/02/2024 I received my incorrect bill of £70, again I reached put on WhatsApp and the bill was amended so only £60 was taken on the direct debit.
On 19/03/2024 I received my incorrect bill of £70 and as usual was told they will amend the direct debit to £60, unfortunately today 04/04/2024 they have taken payment of £70 on the direct debit. I have called them this morning and was told I will get a call back from the manager within 2 hours, no manager called me back and I managed to speak to one by calling back myself, he says he is unable to refund the overpayment from today so I will be trying to get this back from my bank. I wanted to raise a complaint and said he will pass this to him complaints managed and provided a reference of 138491_2953.
As you can see I am having to make contact with virgin media every single month and every time I am promised this won't happen again, it has been a disaster from the very start, has taken up a lot of my time and caused me great stress when things are stressful enough. I just don't know what else I can do to sort this. I want assurances this will not happen again and compensation for the time I have had to take out to resolves this every month.
I have now claimed the £70 back from my bank and will pay them the £60 i owe them once the funds are back in my account, i just dont know what to do so this doesnt just keep happening, do i contact the ombudsman, sorry for the long post, appreciate any help 🙂
