Menu
Reply
Highlighted
  • 3
  • 0
  • 1
Justice_JC
Joining in
494 Views
Message 1 of 5
Flag for a moderator

Virgin Media package modified without consent

My virgin media package has been modified without my consent and is now showing over double my monthly price plan.

I have received an e-mail alert "thanking me"  for changes I did not action. informing my price plan will now be over double what my initial plan was.

I have not spoken to any virgin media representative and have certainly not authorised any amendments to my account.

My wife informed me that she had a phone call from a representative who called our house phone yesterday 26/02/19 at 7:02pm, she informed him of my absence and that she was not the account holder, the representative continued on to inform her that as a loyal customer of virgin media, he will be amending the account to include the "Sky Cinema" movie package free of charge with no amendments to the account, my wife further informed that she was not the account holder once again and that we would not be interested, however this representative persisted and assured her that there would be no charge on the account. She informed the representative she was uncomfortable with this and informed to contact later, however it would seem that this representative has proceeded without given consent and has added Sky Movies Package, charging my account for a service I did not request nor want.

I am furious at the fact that firstly basic security protocol had not been adhered, the only question my wife mentioned he asked was the address which we reside however this is irrelevant as firstly she is not the account holder and secondly the call was from the landline at the address, that would not be considered an adequate security question and despite my wife informing this representative she was not the account holder and to not proceed this representative continue to do so and had provided personal information regarding my account without any authorisation. 

I will like to raise a complaint and would like to know what would be the best action going forward.

Highlighted
  • 1.78K
  • 128
  • 464
Very Insightful Person
Very Insightful Person
438 Views
Message 2 of 5
Flag for a moderator

Re: Virgin Media package modified without consent

I would first phone up to cancel via retentions & there you can complain.

If you get no satisfaction then request a supervisor to listen to the recording & also request a copy for yourself.

Keep us updated.

As a Very Insightful Person, I'm here to share my knowledge. I don't work for Virgin Media.

Click to learn more about VIP

Use Kudos to say thanks

 

Mark as Helpful Answer if I've helped

0 Kudos
Reply
Highlighted
  • 1.6K
  • 68
  • 117
Forum Team (Retired) Joe_F
Forum Team (Retired)
410 Views
Message 3 of 5
Flag for a moderator

Re: Virgin Media package modified without consent

Hello Justice_JC

 

Have you been able to get this resolved? If not let me know and we can take it from there.

 

Thanks Joe_F

0 Kudos
Reply
Highlighted
  • 3
  • 0
  • 1
Justice_JC
Joining in
400 Views
Message 4 of 5
Flag for a moderator

Re: Virgin Media package modified without consent

I've spoken to the retentions team they have reverted the charges and will be looking into the call in question. I have requested a copy of the recording as well, so hopefully get some clarity on the matter.

Going forward not sure if there is any way to prevent sales representative cold calling, is it possible to have calls only sent to my mobile phone, appose to the house phone or to stop these calls completely?

Regards,

JC 

0 Kudos
Reply
Highlighted
  • 1.06K
  • 38
  • 53
Forum Team (Retired) David_Pn
Forum Team (Retired)
397 Views
Message 5 of 5
Flag for a moderator

Re: Virgin Media package modified without consent

We are pleased to hear that you have been able to speak to our team JC and that this is being investigated.

 

Can adjust the marketing preferences on your account should you not wish to receive sales calls.

 

If you'd like to proceed with this please let us know. 

 

 

David_Pn
Forum Team

Need help changing SIM card? Find out more about activating your 4G ready SIM. 4G SIM Swap Help


0 Kudos
Reply