I too have just had a bill with 3 charges of £3.99 on the same day, for using the fitness app. My box is set to no purchases without a PIN number. I shall be contacting Virgin to complain about this charge. Looking at other complaints last year, they must be quite used to this happening, so hopefully they will agree to drop the charges.
Just phoned Virgin and they are flatly refusing to delete these payments off my bill (Direct Debit). Saying that the charges go to the app supplier and that I need to contact them for a refund. Even though the box is Virgin’s and they allow it to be used on their system. It stinks of a con! I will keep phoning and try to find a contact number for the games supplier. Not happy at all with Virgin’s response. 😞
Was this "Andreia Brazier Get Fit Today" by any chance?
As this one seems to crop up very regularly on here with people claiming to have been charged without their knowledge (certainly far more than any other app or service) which does make me suspicious that there is an issue with it, that maybe should be looked into by VM to make sure that it is correctly displaying the charges and asking for the pin etc.
Yes, that’s the offending app. Virgin have flatly refused to address this issue or drop the charge on my upcoming bill. Even after me saying this issue is putting Virgin in a bad light. I also said to the customer service person. ‘If you obtain something with an issue in a shop, you return to the shop to sort it out not the manufacturer or supplier!’
This will not be my last phone call to Virgin to sort this problem out! 😞
I urge everyone who has been stung with charges for this App to not accept the charges. WHY ?? because is a CON, simple as that ! I too have been stung with over £12 of charges by clicking on fitness videos.
If you look at my screenshots, you have two options mentioned under the video, 1) BUY NOW for 3.99 or 2) Try this course
I, like most of you probably reading this DID NOT click to buy, but chose 'Try' instead (assuming that Try is just going to be a short demo telling you what the course it about). However when choosing 'Try' option, you're then presented with a second screen (see my 2nd screenshot) giving you Health & safety advise, with a button the bottom of the screen with a 'Play' button. Once clicking the play button, the video will launch. At NO POINT IN TIME are you advised that charges will apply by doing this !! Unbeknown to me a month later I will get a bill with further charges added. This is Not acceptable. Virgin Media have complete control of what they put on their TIVO boxes, therefore they should take full responsibility for this happening!
I totally agree. I was assured Virgin wouldn’t refund and told to go to the suppliers of the videos. If you buy something in a shop, you don’t go to the manufacturers for a refund. The same must apply. It’s on their system, they are responsible. I will have another go, but at am at a loss what to do if they refuse. This issue needs escalating!