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Support refuse to acknowledge/fix incorrect bill amounts

Joining in

I had a promotional Virgin package at £67 a month that was due to end at the end of November this year. In October, 1 month before this, I contacted virgin via whatsapp and renewed for 18 months on a new promotional package at £73 a month. I was told there would be no charges related to this change. I assumed this would come into effect at the end of November when my contract ended but instead the new £73 contract was set to start on the 31st October. I feel like I've been disadvantaged to the tune of ~£5 there but I can live with it.

Now, my October bill was generated previous to the renegotiation at a bill amount of £83.26 which included some days on the price I would have paid after my £67 deal ended had I just let me promotional discount expire. I have also received now a November bill for £82 which includes £9 of "package change" costs.

Talking to Whatsapp support they say insist these charges and bill amounts are correct and my next bill will be £73 with no credits added in December. This is clearly incorrect as the difference between the two packages is £6. In October, 27 days of that bill were on the original £67 deal and 4 days, from the 31st October, on the new £73 amount. The whole of the bill in November is covered by the £73 period.

I feel like I am going crazy here being gaslit into being told that actually being overcharged by £20+ is "correct" but I am pretty sure there has been a mistake here but no one will seemingly listen. Do I potentially have to raise an official complaint to get this sorted appropriately?

Any advice would be greatly appreciated!

Thanks, Amy.


Forum Team (Retired)
Forum Team (Retired)

Hi amykward87,

Thanks for your post and welcome back to the community.

Many apologies for the confusion created with your billing, so we can gain a further understanding of this I've dropped you a PM.

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