Charged for landline calls never made- (Landline is offline)
I joined Virgin on May 2018 and my package includes broadband,tv and landline.
I realized (like everyone who hasn't used their landline) that I've been charged for landline calls that I never made. I immediately called customer services and they recommend me to book for engineer to check my landline, that costs me £99!
They ensured me that if the engineer approves that i am not "really" using my landline, i will be refunded of engineering costs(£99) so I accepted. The engineer checked all my cables and connections and approved that my landline IS NOT WORKING. I mean it is already offline, which means that it is impossible to make landline calls or impossible to have joint landline accidentally. Later on, I called customer services, to inform them about the situation and get my refund. But I couldn't even able to speak with anyone. Each time I call, I waited up to 35 minutes but no answer.
I just need my refund, otherwise I will need to cancel my contract. I like Virginmedia services but it is impossible to speak to customer services when you really need! Such a pity. Now I am not being charged for landline calls but still couldn't get my refund that been promised before!