Unresolved Billing and Service Suspension Issues as a New Customer with Virgin Media

[lalanur21]

After joining Virgin Media on 2nd Dec 2023, I'm now unfairly facing suspension due to an alleged £250 credit limit breach, which is impossible as my family hasn't used the TV box or PPVs. Additionally, I've been informed of an unexplained £250+ credit on our account, also I'm required to pay for December-January services and an £86 advance payment. This, along with the dismissive attitude from customer service and unresolved issues even after calling 150, is extremely disappointing for a new customer. Never experienced such problems with other providers.

I'm concerned about the impact of cancelling our direct debit amidst these ongoing issues. It seems there's a recurring pattern of problems with Virgin.

I'm a new customer at Virgin Media and feel unfairly charged with a £250 fee for services my family and I didn't use. Could you please remove these unjust charges? It's confusing and disheartening for someone still navigating your services.

Despite attempts to resolve this through calls and online bots, nothing worked. Communication with agents is challenging and unproductive.

Could you please provide any guidance or assistance to resolve these issues? Your prompt attention to this matter would be greatly appreciated.

Regards,

[Joseph_B]

Hey @lalanur21,

Welcome to the Community Forums and thanks for the post.

Sorry to hear you have been having this issue, with the charge that has been applied this can occur for any charges for services not included in your main bill, this would be PPV or Landline charges. If these are PPV they can only be applied through your TV Box or via your TV Go account. Were the team not able to clarify further on what these charges were directly for?

Joe

[lalanur21]

"Today, I paid £150 to get my internet restored, and I still have £108 left to pay towards the credit limit. I feel like I've been scammed. It's particularly frustrating because no one in my family has made any interactive purchases, like pay-per-view events, and we never received any notifications or alerts about approaching the credit limit. It feels like I'm being blamed for a glitch on your end. This is disheartening and feels unfair, as if I, as the customer, am the weak one being unfairly held responsible for an error I didn't cause. It's disheartening to have paid such a substantial amount for services that my family and I never used. I truly believe I deserve a refund. It's not just about the money; it's the principle of the matter. Being charged for something we didn't do is unfair and causes significant stress and frustration for my family. This situation has deeply affected our trust and confidence in the service provider, and a resolution in the form of a refund seems not only fair but necessary under these circumstances."

[Matthew_ML]

I am sorry to hear this, I understand this is frustrating however a certain minimum payment would be needed to get the services back online.

I can also see you have spoke to the team after this, did they manage to help at all?

[Roger123 · Accepted solution]

lalanur21  Roger123 here. I am not allowed to say 'I am an elderly quite new Customer trying to offer a little comfort to you'!  Firstly, I understand that it would be unwise for you to cancel your Direct Debit(s) if possible. Second, I have PROOF that *Virgin Media would take some poor, unsuspecting Customer to Court over a debt of as little as £55.00.!

*Virgin Media are part of a **'myriad' of companies all of which take some time to fathom out. Unlike good ethical business practice, as is the norm, *Virgin Media and their **'myriad' of companies try to 'hide' everything from the Public (and their Customers).

I have very experienced business acumen and, even though I only joined *Virgin Media on the 2nd October, 2023, have 'sussed' them out completely. Please be careful when dealing with *'Virgin Media'. All good wishes  Roger123

[lalanur21]

Thank you for sharing your insights and experiences, Roger123. Your advice about being cautious with direct debits and understanding the complexities of dealing with Virgin Media and its myriad of associated companies is invaluable, especially considering your experienced business acumen. It's concerning to hear about the potential for legal action over relatively small debts, and it's a reminder of the importance of staying informed and vigilant as a customer. Your perspective as a new but discerning customer of Virgin Media offers a unique and helpful viewpoint. I appreciate your warning and will certainly be more careful in my dealings with them. Your good wishes are gratefully received, and I extend the same to you.

[Roger123]

  lalanur21   Roger123 here again. Sorry!  I note what you said in reply to my post on Wednesday, the 3rd January, 2024 and very much appreciate your kind words and realistic comments. As I said to you, 'I am *elderly and suffering from Parkinson's disease'. I only joined Virgin Media on the 2nd October, 2023. I was given 3 (three) 'estimate' bills for my first one. This **'CONFUSION' led me to being placed in the wrong package, **'Weekend Chatter'. For this first bill the total cost amounted to **£313.12. of which £174.00. was for 'telephone usage' for the period 2nd October, 2023 up until the 13th October, 2023!  Ultimately, thank God I was able to pay this.

To cut a long story short! I tried to put up a very 'strong' case against these costs but Virgin Media, after 28 days of my complaint (I counted 23 days excluding Weekends) sent me a lock down letter referring my situation to the brilliant Communications Ombudsman Service in Warrington. Virgin Media's evidence tore my 'strong' evidence to shreds and of the **£313.12. initial cost I only received back £88.92. I suppose I should be grateful!

Anyway, it goes to show that Virgin Media Customers are up against an 'enormous myriad of companies'!  I do not know whether you watch television? If so, did you see the FANTASTIC  4 (four) part series this week on ITV called 'Mr Bates v the Post Office'? This series would have 'warmed the cockles of the heart' for anyone up against a 'faceless megalith'. No comparison here of course!

Here's hoping you get 'sorted out' for 2024 and I send you and yours all the very best. Kind regards  Roger123

[lalanur21]

I recently encountered an issue with my internet service and contacted Virgin Media through their official number (150). During this call, I paid £150 and was asked to provide my bank details, which I did. This payment resulted in the restoration of my internet service. However, not long after, I experienced a theft of my bank account details. Now, with an upcoming payment for the remaining credit limit bill due, I'm concerned about the security of the transaction method I previously used. I'm seeking confirmation on whether it's a standard practice for Virgin Media to request bank details over the phone for bill credit limit payments. This query is particularly important to me in light of my recent experience with financial security issues. I am reaching out for advice and clarity before I proceed with any further payments. 

I would like to know the correct approach to make this upcoming payment safely and what precautions I should take to avoid any potential security issues. Any guidance on the proper procedure and safety measures would be greatly appreciated before I proceed with further transactions.

[lalanur21]

I am just checking to make sure the procedure is correct before paying my final portion. The agent even said this was the correct method of payment through the phone and it was secure. Just want to make sure.

Many Thanks

Lalanur

[Kain_W]

Thanks for getting back to us lalanur21,

Just to clarify on the payment, once security is cleared through contacting the team, if there is an outstanding amount on the account, the team can process a payment via the phone if the details have been given.

If you are uncomfortable with this for future reference, payments can be made online or through an IVR system via 0800 064 3777.

Regards,