Virgin Media keeps overcharging me

[alicebob]

I would like to express my deep frustration and disappointment with my recent experience as a customer of Virgin Media. The consistent overcharging and the subsequent handling of the issue have left me feeling utterly exhausted and dissatisfied.

In September, I subscribed to the M125 broadband plan with an agreed-upon monthly fee of £28.99. However, the price listed on the contract they gave me was £69.01. Even though they claimed that they have fixed the price, I have consistently received bills that are significantly higher than the agreed amount. This discrepancy has left me questioning the reliability of Virgin Media's billing system.

My attempts to address this issue with your customer support team have proven to be an exhausting and time-consuming process. The initial point of contact is an automated system that requires a lengthy wait time, often several hours, only to demand a response within a short five-minute window. I have reached out to your support team approximately five times regarding this matter, and each time, I have been assured that the issue was resolved. Unfortunately, the incorrect billing continued, forcing me to contact your team repeatedly.

While there have been instances where the billing discrepancy was rectified, there have been numerous occasions where Virgin Media claimed to have resolved the issue, only for me to discover that I was still being overcharged. This cycle of incorrect billing and subsequent communication has been an incredibly frustrating experience. Even after multiple attempts to resolve the matter, I was charged £69.01 in November and £57.97 in January, despite being promised that all future bills would be corrected. To further compound the issue, I was sent a £28.99 bill for February, despite being informed that I would not be charged for February and would be charged £17.97 only for March to balance my overcharged fees.

The lack of consistency, transparency, and accountability in resolving this matter has left me feeling deceived and taken advantage of as a customer. It is disheartening to believe that Virgin Media may intentionally obfuscate issues to discourage customers from pursuing resolutions. I find it exceedingly unfair that I have had to invest an excessive amount of time and effort, making at least 15 phone calls and WhatsApp chats, with an average waiting duration of at least an hour and sometimes lasting up to 3-4 hours. This is simply not acceptable.

At this point, I am so disillusioned with the entire experience that I am willing to pay my bills for an entire year in advance, in a single payment, just to avoid any further interaction with Virgin Media. The constant frustration and anger, wasted time, and emotional damage for dealing with VIRGIN MEDIA'S MISTAKE have taken a toll on me, and I had expected better customer service and transparency from a reputable company like Virgin Media.

I implore you to thoroughly investigate this matter, rectify the ongoing billing discrepancies promptly, and provide me with a comprehensive explanation for the recurring issues I have faced. I genuinely hope that Virgin Media can address these concerns and restore my faith in your company's ability to provide reliable services and exceptional customer support.

I look forward to a swift resolution to this matter.

[Tom_W1]

Hi @alicebob thanks for your post here in the Community although we're sorry to hear of the concerns you've raised here.

Please allow me to send you a PM do I can look into this further for you. Kindly expect the PM to arrive shortly and respond directly when you can!
Many thanks

[DanB3]

@alicebob..... you are not alone.  Virgin Media's billing system seems to be fundamentally broken.  I think when it works, it's just by luck.  If anything ever needs to change, in my experience, billing will be wrong.  And you're right at the toll it takes on the customer.  It is us who are out of pocket.  It is us who need to spend hours of precious time being gaslit and trolled by Virgin Media 'customer services'.  The company should be under investigation for the way it operates.  With all the news about the Post Office/Fujitsu scandal, it is very believable that Virgin Media are well aware of the scale of their problems, but are deciding covering up is cheaper than fixing it.

[Andyse]

Hi

Did they ever resolve this to your satisfaction? I have been struggling to actually speak to someone as I think I've been overcharged for quite some time. If their broadband wasn't the quickest on offer in my area (tho not consistent) I would have left a long long time ago!

[Nel13]

This topic does not fill me with confidence. I was told £46 on the phone and then recieved an email saying my bill would be £147!!! I have no idea what is going to happen when the direct debit comes out but it's causing me a lot of stress. 

[carl_pearce]

What does your contract say in your account?

[alicebob]

I have noticed that I continue to be overcharged in recent months. Specifically, I was billed £28.99 for my March bill (bill date: 19 Feb, payment date: 8 Mar), when it should have been £0. Additionally, my April bill (bill date: 19 Mar, payment date: 8 Apr) charged me £31.54 instead of £17.96. Despite your assurance to rectify this issue, I NEVER received a correct bill since joining Virgin Media in September 2023!!! In my previous complaint, I suggested making a one-time payment to avoid such discrepancies, but this was not implemented. You just keep overcharge me . I have communicated with you in various ways, through WhatsApp, phone, and forum, countless times. I do not want to accept your false promises anymore. I am extremely frustrated by this situation and believe that compensation for the time wasted is warranted.

[asim18]

I had exactly the same experience 3/4 years ago. Hours on the phone, almost 3 months chasing them.

I finally I told the overseas representative that if they refuse to enter the correct amount on their billing terminal, I will send a copy of my contract and my bank statements to the FCA so they can consider banning VM from taking any payments from anyone ever again.

After realising the seriousness of the situation, the representative immediately entered an amount about 50% lower than my contract, lol, and all my future bills for the remaining 14 months were 50% off!

The whole 3 month saga was sorted there and then within 10 seconds + extra discount.

So my advise would be to explain the FCA and what they do. I believe the overseas representatives are unaware of UK contract rules.

Are you able to print a copy of your contract which shows the correct figure?

[Molly_T]

Hi Alicebob 👋 thank you for returning to this thread to keep us updated, and let us know about these issues with your billing. 

So sorry to hear that the problems have continued! We will help get this sorted for you. We will need to send you another PM to confirm a few account details again as it has been over a month since your PM conversation with my colleague who offered support. I can then investigate what has happened, and help get things resolved. 

You can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞

[grant230193]

I have also had a very similar issue. I have been with Virgin Media now for 4 years and had nothing but hassle any time I want to talk to virgin or renew a contract. 

I signed a contract back in January for £57 a month. Since then I have overpaid by nearly £900. My account says my contract runs until the 20th august 2025 however it will not allow me to view any bills or payments. When I call Virgin media they just pass me from call to call, I have asked numerous times for my situation in writing to which they state they are unable to send emails. Unfortunatley I need Wifi as I work from home therefore cannot cancel my package as they are the only supplier for my area. 

I have spent another 1.5 hours on the phone today and I am no further forward. I spoke to Reji and he confirmed his Manager James Clare was aware of the situation but unable to do anything. 

I need this sorted and my overpayment repaid immediately. 

Grant