@RD54 wrote:
Hi
I have filled a data request form in this morning also do you have a direct address for virgin media to put a complaint in thanks in advance
Contact methods for complaints are here
https://www.virginmedia.com/help/contact-us/complaints/broadband-tv-phone-contact
I believe that signing in allows you to submit the complaint and then track via 'My Virgin Media'
Don't get your hopes up too high for a sensible answer/outcome though. There is room for improvement in how VM handles customer complaints.
For clarity though, what is it that you are seeking from VM at this point?
If I have understood your original post correctly, they refunded for the alleged downloads.
Are you seeking an explanation, admission of a VM billing error, apology or something else?
I don't use the VM TV service myself so am not familiar with the billing processes but on the bill where the charge appeared, does it not show what was allegedly downloaded in Usage charges>>On demand charges as per example below (in the expanded usage charges section) or is the info missing, hence the DSAR?
https://www.virginmedia.com/help/virgin-media-bill-explainer
Phantom billing does crop up on here quite regularly but it is usually to do with phone call charges where the individual calls are hidden from view below the itemisation limit. Such topics are usually resolved behind the scenes via private message by the VM forum team.