We’ve come to look at our bill for next month and we are being charged approx £300 for phone calls that we haven’t made. We’ve phoned virgin and explained that these calls are not us, we dont even have a landline phone in our house and as they can see we haven’t made a single phone call since we’ve been with them, to then told by them, no we have made these phone calls and that we are lying. After being on the phone for hours, they finally put us onto a manager who then sorts an engineer to come round and see what the problem is. The engineer turned up and discovered that our phone line had been connected to someone else’s in the cabinet, his cut the wire and relayed this back to your team and told us to phone the next day and the charges should be resolved because it’s clearly an error on your half. So today we have phoned up to then be told no we still have to pay and they have given us a £60 discount… saying we should still pay in excess of £200+
This is by far the worst customer service I’ve ever experienced, to be called liars and force us to pay something we have not used.
has this happened to anyone else? And where do I go from here?
