Hi
Just to warn people Virgin are offering via a whatsapp message in our case a "free month" of broadband as we were leaving Virgin and they "did not want us to lose connectivity" while we were making alternative plans for our broadband.
The whatsapp message tells you to reply NO if you prefer to be disconnected on the date you agreed but if you do not reply they automatically extend your broadband for another month and then disconnect you automatically.
Sounds great ? A nice gesture ?
Well we were wary if this was a scam so asked the mods to verify this offer and the mod said she would take care of things.
We were assured we would have a "free month" and that a credit would be applied to our account followed by automatic disconnection.
Guess what happened ? We have just been charged £109 including a late payment charge for a "free month" !!! 😡
We phoned up customer services and they said they could see the free month on their system and said they would cancel the £109 but nothing has changed in our account billing and still no disconnection date we can be confident in.
We asked for proof of the refund but all we got from customer services was that the time and date of the phone call to them was our proof ??
The agent also said it would take 30 minutes for the billing to update but now over 30 hours later it still shows as £109.
We have been Virgin customers for over 20 years but we can never go back after this and still no reply from the 2 mods who verified this "offer".
So be careful if offered this deal as it has caused us nothing but heartache.
Off to the Ombudsman after virgin reply, what a mess !
Pam
