Overcharged after FREE volt upgrade... call centre/ chat useless..

[jdunn97]

No surprises here really, VM overcharging. 

I took out a contract at £35pm with £80 account credit for the 500mb package. 

I am an O2 customer so via Volt am able to move to the next tier of broadband for free. My O2 data doubled within a week, but my broadband speed didn't change for over a month. 

So I got in contact with VM to get them to upgrade it for me. Since then it's been a nightmare. They put me on a NEW contract, which I didn't agree to, and charged me full price in the first month (£72), plus a mid month package change cost (£38.23). I called up the call centre, and one person managed to put a reoccurring credit on my account for £35... meaning I am now over paying £2 a month (£72 - £35 = £37). Every time I call up they say they have put a credit on my account to correct what I am owed (now £81.23 since my recent bill), but no they still keep charging me £37 and taking the direct debit. 5 times I've called, I asked to leave a complaint but still not resolved.. 

This is my last attempt, before I contact the Ombudsmen.

[Matthew_ML]

Hey jdunne97, thank you for reaching out and I am sorry to hear this, also a warm welcome to the community.

I am sorry to hear this about this with the volt benefits they can take up to 14 working days to be added if they was added on your O2 account it was only a matter of time before it was updated on the Virgin ended, we just needed to wait.

Who has upgraded here was you or our team?

Once upgraded you can only get the free speed limit once, 

I can see you've been speaking the team a lot  about this, did they manage to fix this? 

[jdunn97]

Hi Matt, O2 data increase was added to my account after a week or so, it was over a month before I contacted VM to sort out the Volt upgrade for my broadband, as I was expecting it to be automatic.... 

When I contacted VM, I asked that my Volt speed upgrade to be sorted as it'd been a while and nothing had happened. So CS advisor did this for me, but did not mention a new contract was entered into and thus a full charge for 1GB broadband. I have since been trying to get my money back for being overcharged for a contract I unwillingly went into. If I knew that'd be the case and I'd be charged more I would have waited longer. 

So since then I have complained, and explained that I am being overcharged based on the original contract I entered into. I get told that I will be credited and that I will be refunded the overcharge based on the new contract. So the mistake has been admitted to by VM, but no one wants to sort it out.  

I am still paying £37pm, money being taken from my account. I've given enough opportunities for this to be rectified. I'll be going to Communications Ombudsman next.. 

[John_GS]

Hi @jdunn97 

Thanks for coming back to us. I'll send you a PM as all does look sorted but I'll take you through it via the PM 🙂