VM taking money they shouldn’t!!!

[Mcgurktl]

I recently updated my VM account. They hadn’t advised that the account contract had ended and were charging me £108 per month. I contacted them and arranged a new deal with them. I was advised that I wouldn’t pay anything this month and only £40+ next month however they have today taken another £108 out my account when it wasn’t expected and now causing issues for me. Ive tried to contact them on the phone and keep getting sent a link which isn’t helpful as I need to speak to someone about this and have my money returned to me. Anyone any advise on how to sort this out. 
im absolutely furious and know they will end up doing the same again next month. 

[goslow]

VM grabbing the wrong (and usually a larger) amount of money is a common source of complaint on here.

The VM forum team should reply here within a few days and may offer to help. That might be your best route to resolving.

If you get no joy there, submit a DSAR and request the information in relation to your renewal and what was agreed (such as a call recording if done via phone etc.).

Your next steps after that would be a formal complaint to VM

https://www.virginmedia.com/help/complaints

followed by escalation to the ombudsman via the process and timescales here

https://www.commsombudsman.org/our-process

[Ashleigh_C]

Hi there @Mcgurktl 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry that you have faced this issue with your bill and thank you again for posting. I'd be happy to take a closer look into this with you via a private message. 

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.