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Charged for on demand service

Just received my monthly bill and have noticed I have been charged for the summerslam ppv. I never purchased this item as I don't watch wrestling and neither did any of my family. My on demand service is passcode protected. Personally think this is poor show from virgin charging for something which I never even knew about or watched. Had this been sky if you don't watch you don't get charged so surely virgin should do something similar.

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Re: Charged for on demand service

same thing happened to us a couple of years ago for wrestling. we don't watch it. item appeared. phoned 150 thinking of leaving option and it was removed from the bill. we were told to change the pin which is what we did.
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Re: Charged for on demand service

Hi Srb1983,

Welcome to the community.

I will be happy to have a look into this for you.  I will request some details in a private message.  Look for the purple envelope icon above.

Collette.


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Re: Charged for on demand service

Hi there, I'm new to this forum but had to reply to your on demand charge.  I to, have just received my June bill and have been charged for a live wrestling show that was not ordered by us.  When I rang virgin they said I must have ordered it or my grankids must have ordered it and I would have to pay I told them my grankids were in Cyprus on half term holiday and that me and my husband do not watch wrestling I insisted on talking to a supervisor and was told that I would be wasting my time as they could not refund the charge of £14.95 

I eventually got a team manager to ring me and after a chat with her she said she would check it out and ring me back, after an hour and no call back, I rang virgin again and was told that the charge would be refunded and would have to wait up to 48 hours for the refund to show on my account, I asked for an explanation and was given none just asked if they could close the case.  I have since changed my pin code and will keep an eye on my account to see if the refund appears as promised and will keep the forum updated.  Very disappointed with Virgin and would advise all users to regularly check their bills.

How low they have fallen used to be very good and will definately consider leaving when contract ends.  Would be interested if any one else has had this happen, my husband and I are living n our pension and don't need this stress.

 

 

 

 

 

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Re: Charged for on demand service

HI Redlady10,

 

Thank you for your post. I'm sorry to hear this. 

 

If a charge does appear on the account then this would only come from the box itself. I'm glad to hear our team have reviewed this and decided to credit you.

 

^Martin

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Message 6 of 13
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Re: Charged for on demand service

I have just received a bill for an On Demand boxing match that I never requested. I looked at the ON Demand sequence of actions that I would need to make and there is no way that I accidentally requested this item that I have no interest in. On phoning 150 the operative insisted that it was requested from my set top box so I requested to speak to her manager as I wanted to escalate the complaint, Apparently he will phone me back. 

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Re: Charged for on demand service

Hey pmscott6135,

 

I'd just like to confirm that all the information that we receive from the boxes is encrypted and specific to that box, so we can see which box the purchase was made from. Therefore, any charges for On Demand purchases that appear your account will be correct.

 

Were you given a estimated time of when you're likely to receive a call?

 

Kind regardsm

 

Beth

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Message 8 of 13
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Re: Charged for on demand service

Yes, apparently they will call back on Saturday 22nd Feb.

The fact of encryption and also that I am not the first to experience this problem very definitely points to a Virgin internal problem.

Peter

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Re: Charged for on demand service

Could there not have been someone else in the home who could have ordered it?

 

Let us know how the call goes on Saturday.

 

Best

Beth

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Message 10 of 13
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Re: Charged for on demand service

I was the only person in the house on that day. My wife, who is the only other resident here was in Spain on that day and we are the only people party to our password. 

Another very suspicious aspect to this problem is that the others were complaining about a similar sport. This is no accidental occurrence. Someone within Virgin or your content suppliers is corrupting the system and this needs serious investigation , not a brush-off.

Peter

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