Unexplained usage charges - fed up

[Catmum95]

Hi

For the second month running I have had unexplained usage charges whacked on my bill, 4 lots on April -3 lots of 7.49 and one of 6.99  and 3 lots for May - 2 lots of 7.49 and one of 6.99, all I can find is that they are for 18 plus stuff

I changed my pin last month because of this and I have been hit with more charges on this months bill, I was told not to worry as all the charges would be refunded and they havent

I don't watch films of any sort, I have the sports package

Heres's the strange bit, I live on my own, no one has access to my flat and no one knows my pin only me! and no one i know is coming into my home and watching adult films!

I am a baker so I go to bed around 8 - 9pm most days and no one can give me answers

[用心棒]

Whilst waiting for the forum team to respond to your post consider:

• seeking advise from Citizens Advice to better understand which consumer protections may apply in this case
• making a Data Subject Access Request for the information Virgin Media are failing to provide you with, read more here Online Subject Access Request FAQs | Virgin Media Help

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[Catmum95]

I have spoken to Virgin through Whats App and they are going to refund me all the charges, but they said that last month

No explanation of how the charges appeared on my account

[Carley_S]

Hi @Catmum95 

Welcome to the community forums. 

Sorry to hear of your billing concerns. I can see at our side that you have spoken to our team and they have raised/escalated your concerns further. Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :).