eBilling but getting paper bills

[hellocharlie]

I've been with Virgin Media since 2007 and registered for eBilling all that time. Last month I received an unsolicited paper bill along with a charge for £1.75.

I complained and requested a refund of the paper bill charge.

My complaint was mishandled: I was sent instructions about how to register for eBills and the complaint was immediately set to resolved.

My reply (that I was already registered for eBills and I wanted a refund) was ignored.

I complained again and got no reply.

I'm now concerned I'm going to get a paper bill again this month.

Can anyone here please help sort this out?

[Matthew_ML]

Hey helloecharlie, thank you for reaching out and a warm welcome to the community i am sorry to hear this.

Just to confirm you didn't get the paper charge refunded?

What does it say on your account, it should say e-billing or paper bills? 

Have you had your monthly bill yet?

[hellocharlie]

Hello Matthew, I didn't get the paper charge refunded, my account says eBills.  My monthly bill is expected on 28th.

[Gareth_L]

Hi hellocharlie.

Would you like us to take a look into this charge for you?

If you don't mind, I will need to send you a private message to pass security. 
If you can check the logo top right of your screen that would be great. 
Regards     
Gareth_L