Called Virgin after several premium call numbers appeared on phone bill. I don't have a phone plugged in and have never had a phone plugged in. Engineer came yesterday, was curt, said none of the connections in my house were live but I should wait a week for his report then call again.
Not impressed - short of being called a liar by everyone at Virgin that I spoke to about the calls it now seems I am correct yet I have to wait and call again to probably wait for a refund on the call charges. Shocking customer service. Is this what is supposed to happen? Can anyone on the forum advise of similar situation and how it should have been handled? I also asked for all calls to be barred from my number as I was not using it and they said I needed a handset to complete the process I don't have one but pretty sure I will be billed for the call barring - which I was doing to stop myself from paying further fraudulent call bills. Can anyone advise?
On further reflection if there is no working connection in my house - although I haven't been using it - why am i even paying for it? This is becuase they didnt send a set-up engineer out and 'talked' me though it on the phone.
I've just cancelled my Virgin contract as this matter was never completed. I was left without a working phone line despite being charged for line rental and the weekend call plan part refund (when I complained) but still charged to date. I was also charged for call barring during this period which doesn't show on my bill but I was informed I was paying this by the retention team. I ordered call barring to stop the fraudulent calls that being made using my line (that doesn't work?)Can you explain why after finding out I had no working phone connection this wasn't cancelled? but you continue to charge me for call barring for a non working phone line?
Could you pls refund the cost of the call barring that should have been disconnected as you've accepted responsibility for this mistake. This is the reason I'm leaving Virgin poor service and over billing the whole way through. I've never had a working phone line, yet paid for calls and line rental (part refunded) but I'm really frustrated I've been paying for call barring (put on by me to stop the fraudulent calls) all this time. It's not itemised on my bill and feels very much like a hidden charge that should have been cancelled when you discovered my line doesnt work.
We don;t expect you to pay for a service you've not been able to use so I'll be happy to take a look at that to ensure it's the case.
I'll need to request some additional information from you to be able to do that, I've sent you a private message requesting that information, which you can view by clicking the envelope on the top right of this page.