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Billing issue

We recently signed up for virgin tv as well as a second box. I was advised we could have a second box no bother. When the engineer came, we were told this was not possible due to covid 19 and that we would be refunded for the cost of this. 
We have now had a Bill for nearly £300 to cover this with a product we cannot use. 
I am frustrated and unhappy at this service. We have heard nothing from virgin and have been impossible to get a hold of. 
I have tracked this and I’m now considering taking this further. Any help would be appreciated. 

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