Spending cap

[Kim2323]

I have a family account with my mobile and my two children's mobiles included. All are capped so that I pay a set monthly bill. This month I had an additional £43 added to my bill. - usage charges from my daughter's phone. Virgin are denying that there was ever a cap in place. It has been there since we opened our account. In fact she runs out of data each month. I have not changed anything on our account. Virgin are denying that there was ever a spending cap in place. This is fraudulent. Does anyone else have a similar experience. How do I complain to the ombudsman

[Gareth_L]

Hello Kim2323

Can I please apologise for this happening and you not getting the support needed when you contacted us first 

I am more than happy to take a look at this for you 
I will need to send you a private message to pass security 
If you can check the purple envelope top right of your screen that would be great 
Regards     
Gareth_L