Hoping someone can help please, I signed up in September for the 54mg at £20 a month package, my budget is tight, Virgin say i am on the £59 per month package - I don't have that amount per month so absolutely would not sign up for it- apparently there is no evidence of me signing up for the £20 package, but, i have an email from a virgin agent who signed me up (with his name and date) but they can't accept that as proof...so they have me on the higher package, and won't change it back even although it is a fault on their side, how can they do this? I sent the evidence required (UC claimant and working) but this is not anywhere on the system either. I had to pay 2 months internet to my current provider as virgin had not installed it until this week (since 18th September sign up!). I was assured virgin would cover my 2 months of internet provision plus £30 compensation due to delay, this would be sent in a cheque as it didn't want it on my virgin account....they now can't do this, they could credit my account which is sitting at £188...how?!!!! it was installed on Thursday there,
they can escalate the complaints but response time takes me over my no fee cancellation date so what do i do? it has taken me form 19th September to today to get an actual manager on the phone at 9pm tonight!!any help is much appreciated as i am stressed to the max already and I could do without this hassle, oh they said i can just contact the ombudsman if i'm not happy but again i would be out of pocket and with no internet if i cancel! help please....
