Totally incompetent billing

[jfbuk]

On December 6th last year I had a long and tortuous conversation with customer support both on this forum and also on the telephone because they had failed to correctly adjust my billing when I moved my landline service to a different provider. 

I decided to cancel my TV services and just keep Broadband.

Eventually I got telephone support to implement this cancellation and agree a refund of the erroneous overcharging for landline telephone service.

Somehat reluctantly I agreed that the cancellation of the TV service would kick in at the end of my current billing period, Jan 27th.

As expected, I got notification that billing for the current period would be taken from my account on Jan 8th and for the full amount including payment for TV services

I was therefore surprised, but not really shocked, when my TV service were no longer available this morning, Jan 6th.

I checked my package online, and yes I no longer showed as subscribing to TV services.

So, I have been cut off 3 weeks early !!

The lack of competence from Virgin Media customer services and billing is quite astounding.

I will no doubt have another very difficult conversation with telephone support on Monfday , Jan 8th.

Note that I have been Virgin media customer fror 31 years  (thats what Virgin tell me) but enough is enough !

Be warned !

[Kath_P]

Hi jfbuk, 

Thanks for coming back to us and updating us in the Community. Usually when removing a service there is a 30 day notice period. Checking things this end I can see the 6th January would have been the 30 days after you requested to cancel the TV service. Is it possible that you misheard the agent as the billing changes for the removed TV service wouldn't show until your bill on the 27th January.  

If you wanted to have the TV service back on, to do this you would need to agree a new service package and that would come with a new minimum term contract. If you would like to do this, speak to the team on 150 / 0345 454 1111 so they can arrange this for you. 

We can only apologise that you've had a less than great experience overall. Hopefully moving forward, you'll have no further issues with the Broadband service and we can restore some of the lost faith. 

Keep us posted on how things go. 

Thanks, 

[jfbuk]

Thank-you for replying Kath.

Your response does not address the fact that I have now been billed for TV services from Jan 6th through to Jan 27th and that the services are not being delivered.

I assure you that I did not mishear anything.

I am already expecting a refund in my next bill because of the overcharging when my landline service was moved from Virgin. This was agreed when I spoke to Customer Services by phone on December 6th and confirmed in an automated email to me from the Webteam account.

I will now expect an additional refund for the loss of 21 days TV services included in my my bill of December 20th 2023.

[Zach_R]

Hi @jfbuk,

Have you had a bill generated since the removal of the TV services that details the charges you're disputing, along with a lack of the credit you've just mentioned? We charge for services a month in advance, but if there are disputed charges that are credited back then these won't appear until the next bill has been generated.

Thanks,

[jfbuk]

I think I understand what you are saying, i.e. my next bill should include a credit for the TV service from Dec 6th to Jan 27th ?

I must emphasise that this credit must be in addition to that agreed with telephone support on December 6th related to the mishandling of my landline transfer. 

[Carley_S]

If a customer has made changes to their package/price then this would reflect on the next bill produced and not on the bill that is already generated. The bill already generated will be processed as shown in the bill and is not amended for any changes made within it's billing period. 

Please do let us know should you have any further concerns regarding this when your next bill produced @jfbuk  and we'll be able to assist further if needed. 

[jfbuk]

If you have access to my billing you will see that my bill (paid today) was generated on December 20th, two weeks after I spoke with customer services and changed my package.

[Carley_S]

A 30 day disconnection notice would have been applied for any services you requested to disconnect. This would mean any changes to the account would also action on that disconnection date rather than the date you made/requested those changes. 

Please do let us know if you have any further issues or questions with your next bill and we can certainly support further from there if needed.