In December I was charged £39 (11 x £3) for exceeding my data usage. This was unprecedented and the bill also showed that I had only used 206.04MB of my 250MB allowance (old contract, light user !).
Calls to Customer Services achieved nothing. They kept repeating that the bill was correct, that I £3 was the daily charge for exceeding my allowance. The agent could not explain why my bill confirmed I had not exceeded my allowance
Today I sat down to write-up my complaint, but first I checked my latest bill on-line. This shows that I have only used 135.64MB of my allowance with 114.36MB remaining, but that I have also been charged £33 (11 x £3) for exceeding my allowance! A detailed examination of my usage and charges shows that the first £3 was charged the day after my allowance had been ‘refreshed’, of which I had only used 3.88MB.
This means I have already been over-charged £72 in two months, with the possibility that a further charge may yet be applied to my current bill, the billing date for this is today.
If you see my thread a little further down you'll see that I am experiencing exactly the same thing. I've been with Virgin Mobile for 18-months. Up until recently I'd had no problems and been very impressed. However, this started for me last month.
I have an iPhone 5S and haven't loaded any new apps or changed any settings. I hadn't used my full 500MB allowance last month when this started happening. Initially an advisor informed me that I must have an app open or doing something in the background which was causing this. This is nonsense though as - like I said - I haven't changed anything on my phone. They did agree to waive the additional charges.
But the same thing is happening to me again now. I have used less than my data allowance, so how can I be getting charged extra? The guy I spoke to at Virgin the other day told me that they have a new computer system and have been encountering some problems. He again agreed to waive the charges, but I do not want to have to keep calling them because they are incompetent and can't get things right.
I want to give them a chance to put this right, but if this continues I shall be kicking up an almighty fuss about it, making people aware, going to the Ombudsman and leaving them. Not at all impressed right now.
I too am experiencing this problem for the past 2 months after numerous phone calls to liars at virgin mobile. mobile data is switched off on the phone why i have to do this when connected to virgin wifi at home i dont know. Data usage happens all thru the night and all they say is everything is ok at there end , have now asked for a letter of deadlock from them and will be complaining as i am FUMING. I think virgin broadband and tv are also going to get a phone call and be told what they can do as well after 10 years
Same problem here. I've just logged into my account and the incorrect £3 overcharges are appearing again. Second month in a row this has been happening. Virgin cannot seem to get anything right, right now.