Realised I messaged Steven VM via inbox and not on a post so trying again.
Long and short is an adviser went into my account a couple of weeks ag in error and decided to disconnect me not the person they were speaking to. I lost my service and spent days and hours a. Finding out what happened. B. Getting service re instated c. Had to take day off for engineer to attend premises 4 days later to reinstate phone. I hadn’t contact VM, I wasn’t moving this was all down to VM error I am paying the price literally plus wasted man hours trying to get you to see what I am seeing.
Nothing should have happened to my account but it did. I have my latest bill and let’s just ignore the goodwill credits as it actually has nothing to do with that.
my monthly package that I signed a contract for was £58 less 24 discount do I was paying £34 a month.
from 1st March I was notified £4 price increase my package was now £62 less £24 discount (till oct 22) so bill now £38
everythung is right at this point screen shots attached.
then virgin happened and as you know it could have been anyones account your advisor went into in error and disconnected but it was mine.
so we agree my bills were with price increase and still should be £38 - yes!
we agree I haven’t changed anything so bill shouldn’t change - yes?
well the disconnection has resulted in credit being put through for “services cancelled” 89.08 fair enough you switch it back on and I’ll get charged to reinstate a osckage and account I did cancel of 89.08…..alas no. Virgin media have processed for charges added ?!? £105.68 resulting in me being charged £16.60 basically for you to disconnect me. Screenshot attached.
at this initial point on the first day I contacted VM I was told I’d have a credit of £34 put through (previous monthly charge). It doesn’t take a genius to work out if a clients bill is £38 and we credit her £34 she owes £4. So I WONT be paying the £16.60 for starters.
next point m. I agreed to continue with VM and signed up to a £58 package that due to 1st March increase is now £62 less my 24 discount so £38. In fixing YOUR ERROR you have changed my package to now be £47 a month. I have to pay £9 more a month for YOUR ERROR. No the discount was £24 a month not the £15 you have changed it to. I didn’t breach my contract, I didn’t change the terms, actually I changed nothing this was all VMs error. Again see screen shot
verbally I tried to explain your error but kept getting told it was correct or did I want to change my package or see if there was a bettter deal - Sorry! My complaint raised the answer (see attached) is my package IS £47 if I want to reduce it to £38 phone….I don’t want to reduce it I want it out back to how it was (see email reply)
you will be glad to here the words finally.
finally see when your advisor decided to go into my account in error and shut it down and cause me all this hassle when you put me “back on” you’ve not only decided bugger it let’s charge her more you’ve also changed my address
i don’t have time to sit in the phone or the web chat again but felt I had to put this in black and white to show you VM yiur errors
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