Virgin Media Billing Tricks - How can we trust them?

[shafiqhamid]

So I joined Virgin on the 28th of SEP 2021 - Engineer came installed the bits and I find out a few days later that they had not installed what I had ordered. Called 150 and told them the situation and they wanted a lot more money. Told them I wish to cancel as it was still within the 14 days. Got a call from the retention team saying they could match the price by giving me a 50 pound credit every  month. I agreed. I get the first bill with no credit as I was told. So I called again .... I was assured the credit would be there soon. NOTHING!!

Called again this morning - was told they could only do 50 pound credit for this month and I would get a call from support as the lady I spoke to could not do credit for future months. 

Its a 18 month contract and now I am outside the cancellation period. If they dont agree to the promised credit how do I cancel? Does anyone know. 

I dont trust Virgin AT ALL - The team is incompetent and one hand doesn't know what the other hand is doing. Should I be speaking to my lawyer? I have the names and dates of all the people I spoke to. I am worried and feeling terrible about cancelling SKY. Not that SKY were any better - but at least they handled the account better. 

Any help would be appreciated. 

[goslow]

The VM forum team may be able to check your account and provide you with information about what has happened but they regularly advise they don't deal with billing or package changes. They should reply in a day or two.

Unfortunately, if you believe that you have not received from VM what you believe you signed up for, you are probably going to have to get involved in a lengthy complaint to VM and then escalation to CISAS, the arbitration service.

Your first step should be to submit a DSAR

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

to get the necessary information. Check all the relevant options and in particular your account information and recordings of any phone calls. There is no guarantee that VM did actually record your calls though. This should provide you with some evidence for your claim. Based on some past posts on here, VM may not provide this information within the required timescale nor in total of everything you ask for. The link above notes that calls are only kept for 180 days so you should make the request quickly.

You should also submit a formal complaint to VM which you can do via 'My Virgin Media'. The VM CoP for complaints is here

https://www.virginmedia.com/shop/the-legal-stuff/consumer-complaint-resolution-code-of-practice

Sadly, VM's track record for handling complaints is not that great either so you may not get a useful outcome from the complaint. If that happens you can escalate to CISAS once you have met the CISAS criteria, having exhausted the complaint route with VM

https://www.cedr.com/consumer/cisas/complainnow/

If you do get as far as CISAS, then the stat's for outcomes do seem to be on the side of the VM customer

https://www.cedr.com/consumer/cisas/reports-2/

Wait for the forum team to respond and see if they can tell you anything helpful.

[David_Bn]

Thanks for your post on our Community Forums @shafiqhamid, and I'm sorry to hear of the billing issue you've faced with our team.

I'd be happy to take a closer look into this for you, check out the purple envelope in the top right hand corner for a private message from me

Kindest regards,

David_Bn