I have multiple problems with Virgin Media, and am hoping I will get a reply from someone from Virgin who has the ability to solve these, as the customer service "team" does not seem to have the ability to do.
I first reported a problem with the My Virgin Media app on 23rd August 2022. The problem is that when Virgin generate a bill, the app immediately says "your latest bill is overdue. To make sure please pay now. This might include late payment charges." This happens at the beginning of the month, usually 8th-10th. When I then view my bill, the payment is not due until the end of the month. So why does the app say its overdue?. As I said I reported this on 23rd of August, and was offered a payment of £20.00 as compensation, and that someone would look at what the app was saying and fix any problems which I accepted. When my September bill arrived, the £20.00 credit had not been applied, and the problem with the app was still there. So again I contacted the so called customer service team on the 14th September, and was told the original complaint had not been logged. After a long conversation I was told that the credit had been applied again. I was not satisfied, and asked to be put through to a manager, and was told this was not possible, as the messaging team were unable to do this. Now I fail to understand why this was not possible as Virgin Media try to present themselves as one of the major telecommunication companies in this country, but reluctantly accepted this when I was told I would get a call back within 3 hours. Guess what. I am still waiting for that call back. When I tried to check my account on line, the credit did nit seem to be there. When I came to pay my bill, it still showed I owed the full amount, but on the second stage of the payment process it had been reduced by £20.00, but when It went to the authorisation part, it went back to the full amount, and I was unable to change this. So, as of yet I still haven't received the £20.00 credit. And I have to say I am not hopeful that I will receive it this month either.
Therefore could someone from Virgin Media please contact me to sort this out once and for all. I would forward this on to OFCOM, but apparently Virgin Media are not part of this scheme!!!! Could this be because they realise that there systems and customer service department are indeed flawed.
I have both the conversations saved in my WhatsApp, and therefore do have evidence. I also have screenshots of what the app says about the account being overdue, if evidence is required. Also, before anyone asks, yes I am running the latest version of IOS, and my iPhone is less that 3 months old!!!
Another problem I have is with the Virgin Media Connect app. When I try to use it, and it asks me to sign in with virgin media account, the app freezes, and eventually comes up with a message saying I am not connected, try again. When I do this, the app is still frozen. I have tried this numerous times, and again, before anyone asks, yes I have deleted the app, and reinstalled it numerous times, all to no avail.
So again, I respectfully ask for someone from virgin media, perhaps a moderator to contact me, and explain to me why these problems are occurring, and what can be done to put them right, as I am sure I am not the only person experiencing these problems, and the billing one may "frighten" certain customers into paying their bills early, perhaps when they can ill afford to do this until the bill is actually due for payment.
Thanks for using the forums to get more help with this issue on your Online Account and your promised credit, I am sorry this experience has been frustrating for you.
I can see on my side that the credit has been applied even though it's not showing on your Online Account, it can take a while for this to show. You will also be able to see on your bank statement that your bill has been reduced once this has been generated.
As for the online account showing arrears, could you post a screenshot of this? Please blank out any personal/account information that may be in view.
First of all, thanks for your prompt reply. I have attached the 2 screen shots I took when I made the first complaint, on 23rd August 2022. i did however provide these when I made that first complaint.
But, yet again you have only addressed that part of the complaint I made here earlier today. Nothing about the lack of a call back, the time it has taken. the fact that it has now taken 3 attempts to get anywhere, and nothing about the problem I am having with the connect app. Can Virgin media not cope with complaints, or do you as a company think you are perfect?
You also state in your replay it can a while for this to show. Do you not think 18 days is not long enough to show a correction on an account? Most other companies I have dealt with do this much quicker, and I am sure Virgin would as well if it was an additional charge on the account.
I await your reply
Hi there @rickmac01, thank you for the reply and welcome back to the forums page!
I'm sorry to hear that the matter has still not been resolved.
I will assist you in getting everything raised for you and done for all the queries brought forward.
I will send a private message - watch out for the purple envelope inviting you in to a private chat.
Thank you for speaking with us today @rickmac01.
I'm glad we have been able to set the next places in step to get this issue resolved.
As advised, once our technical team resolves the issue, we can then resolve the case for the poor journey you have experienced.