My bill is wrong

[GTidbury]

I was charged incorrectly. I changed contract during the black friday deals I see the new contract on my account it says the start date is the 8th of december but my bill is as if I'm not on a deal. I thought it would resolve itself (as the correct contract is there on my account) but today I was charged the wrong amount. I assume this means I'v not been recieving the new speed for the last month either....

[lonerangerridin]

welcome to the club. exactly the same happened to me... now currently on my i think 4th iteration of a contract to get what i have in black and white honoured. 

I don't suppose anyone decent from VM would actually come on here and explain just what the hell is going on.

[Beth_G]

Hi GTidbury,

Thanks for your post. I'm sorry to hear there's been an issue with your bills after upgrading your package.

Have you checked the bill date to see when it was produced? It might have been produced prior to your package change,

I'd also double check your My Virgin Media account to see if your new services/upgrades are reflecting there. If not, this will mean that the package change hasn't been applied, but we can certainly help with this if that's the case.

Let us know.

[GTidbury]

There is definatly something wrong I was charged double what I should be which I'd like back. Even my previous contract was half what I was charged and it had another month when I accepted the black friday offer and its still showing the wrong amount for the next months bill. All this even though under "view contract" it is showing the black friday contract with the correct price.

My package does show M500 which is correct but again nothing on the bill reflects the deal shown on my contract and I'v already been over charged.

[Kain_W]

Thanks for getting back to us on this, 

So just to clarify what date did you accept the pacakge?

Also when did you receive confirmation of the new package being added?

Let us know,

[GTidbury]

I made the new deal on the 27th November. I have the order documents emailed to me the same day.

The confirmation emails came on the 8th of december.

Just to clarify even my previous deal wouldn't have ended untill the 26th of december if I hadn't of made a new one so I don't understand how I'v been billed as if I'm on no deal whatsoever with nearly a month of crossover to spare.

I'v got the contract number or anything else you might need ready to go.

[Kath_F]

Hi GTidbury, 

Thanks for confirming that for us. I think it would be best for us to take a closer look to see what's happened here. 

I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks, 

[Kath_F]

Hi GTidbury, 

Thanks for taking the time to come back to me via private message to let me know things are resolved now. 

If you have any further issues, pop back and let us know so we can help further. 

Take care,