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Jiovanna19
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Wrong charge

I contacted virgin back in November and was offered internet upgrade as a retention offer. The advisor offered my 200 speed road band for £38.50.  A week or so later I received an email saying I would be charged £70.01 on my next bill. I immediately called and the advisor apologised and I was assured my bill would be £38.50 taken on 8th December 

Karen dept retentions virgin media 17th Dec. 17.02

Called again on 18.12 @17.39

Spoke with Marick who confirmed price of 38.50 for 200 speed will be honoured request raised with manager

Ref 864022370

Also request for credit to cover call cost of 1 hr at 35p per minute and 21 p connection total cost £  21.21. 

on checking my mobile banking today virgin have take  £70.01!!!! 

I am currently holding on in the que to

virgin on their 0345 number again getting on 23 minutes now and still no answer. 

please help how do I get this resolved and ensure virgin refund the over charge and hoy or their offer.

 

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Emma_C
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Re: Wrong charge

Hi Jiovanna19, 

Thanks for your post and welcome to our community. 


Really sorry that there has been an issue with your charges lately, this isn't good. and I can appreciate any upset caused. 

I've had a look into things and can see that since posting you've resolved this with your team. 

Please do let us know if you need anything else. 
 

Emma_C - Forum Team
Jiovanna19
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Re: Wrong charge

Well I thought this was resolved, however got email today advising my next bill and surprise surprise it’s wrong. I called again got put through to specialist retentions again, had to explain again was put on hold AGAIN was told resolved and a team manager Paul would call me tonight before 9pm close to discuss and confirm resolution.  Well surprise surprise NO PHONE CALL!!!! Disappointed and letdown doesn’t even begin to explain how I feel!!!!!!☹️☹️☹️☹️☹️

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David_Bn
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Re: Wrong charge

Good Afternoon Jiovanna19,

 

Thanks for your response.

 

Sorry to see we haven't been in touch with you via phone call as expected

 

I'd be happy to look into this for you when I return to work tomorrow. I'll drop you a PM, which will appear via the purple envelope in the top right hand corner

 

Kindest regards,

 

David_Bn

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