MollyisMoon
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Re: Charges for calls with no landline and no Phone. Services now suspended due to non-payment
Forum Team In light of the admission that Virgin are fault for my complaint and that it is the source of every problem afterwards related to sorry mess: Can you tell me why I keep on receiving a fabricated bills for charges I don’t owe? Can you explain why changes to my account were supposedly made on the 29th August when none were made at all? Can you explain what the values of the changes relate to? And can you explain why you said you cannot do anymore for me whilst an investigation is ongoing yet am I paying money to you (and I am in contract) for a service you are not providing (caused by a fault you have admitted to and attempted to offer a unacceptable resolution to)? Surely this is a two way street and I don’t have to pay you whilst the investigation is ongoing.827Views0likes0CommentsRe: Charges for calls with no landline and no Phone. Services now suspended due to non-payment
I did not need a deadlock letter - not that Virgin would give me it anyway, so I do not have these details. My first complaint about this was back in mid June so I was over the 8 weeks So, Virgin Media disconnect me due to an error wholly on their part/the technology they use/structure of the complaints procedure/personnel within it. That is now undeniable. The last resolution offered was, let me say it here, simply blackmail. Create situation with the customer Resist to resolve the situation to judge customers willingness to accept If, ultimately, you have to resolve, request a concession to restore balance So, by some outrageous 'zero sum game' I should accept a resolution to a problem, entirely created by the organisation you work for, to have my services restored. My services should be restored without condition regardless. But now your telling me you cannot restore because of that complaint?? I am now paying VM a contractual sum of money for no service at all: I cannot stop paying you and I cannot cancel my contract due to the issues that then affords me. This whole thing is bordering on criminal!871Views0likes1CommentRe: Charges for calls with no landline and no Phone. Services now suspended due to non-payment
Hello Forum Team, Nearly 3 weeks disconnected now Firmly established that my complaint is correct The last resolution from the team was to be accepted before you reconnect me. Not accepted as I owe the sum £0 to Virgin Media Complaint to the communications ombudsman has been sent and may not be settled for at least 2 months Ive had multiple missed calls presumably from Virgin Media. Can I ask what this is for? In the whole process of this mess Ive lost my bearings a bit. But now Ive realised you have not even attempted to connect me. So I ask now, will my service be reconnected without conditions? If not, I want to proceed to cancellation so I can move to another service provider893Views0likes1CommentRe: Charges for calls with no landline and no Phone. Services now suspended due to non-payment
This process has been exhausted as far I am concerned – the response, the compensation – Ive got no more inclination to engage. There are so many, many problems here. Can one of the forums members send me the deadlock letter Ive requested please?1.5KViews0likes1CommentRe: CREDIT SCORE RUINED - ATTENTION ANYONE WITH SIMILAR EXPERIENCE
Many many thanks for this! Nearly 10 years with Virgin. 1000's of pounds handed over through the years. Currently in dispute at the moment and will be expecting a credit mark on my file due to cancelling a direct debit for charges from a phone and landline I do not have. This was after I raised a complaint, had it rejected and had a call out from an engineer to confirm the issue. They cannot be trusted4.2KViews1like0CommentsRe: Charges for calls with no landline and no Phone. Services now suspended due to non-payment
Yes its pretty well established from the responses here and my experience with the complaints team that there is shocking lack of understanding and communication from the teams and between the teams. Do each of them work for sub contractors or each have their own separate business units with no oversight/overreach from heads of depts? Why wouldn't faults have RCAs and investigations and the company have a quality system in place to ensure no future issues? Why would there not be a notification on my profile that this is an outstanding problem and to respond as appropriate? I know why and you have said it: they think the customer is to blame. That is why 'one off credit' was stated with no explanation: they still think its me. And they still think its me even after an engineer investigated and told me what the issue was and has reported this back to HQ! I cant express how appalling this is. I am now without services seriously affecting my work Days have been taken off to attend to this problem I will have to take out a 2nd provider to cover. Ill be submitting a claim for compensation1.5KViews1like1CommentRe: Charges for calls with no landline and no Phone. Services now suspended due to non-payment
The number assigned to my address rings so appears to be active Ive been reading the back story to this mess for the last few days. The calls are detailed: Mixture of short, long and very long calls Mostly private mobile numbers Local NHS services Various local businesses1.5KViews0likes3CommentsCharges for calls with no landline and no Phone. Services now suspended due to non-payment
*Can one of the Forum Team provide urgent assistance with my issue?* I am seriously unhappy here and Im a step away from launching a formal complaint. Background - Nearly 10 years with Virgin. Same contract – Broadband, basic TV and supplementary line rental (not used and no phone attached). No issues In April 2023 - I was already 8 months into an 18-month contract and amended it for the remaining 10 months (just to note: I spotted that the contract is clearly wrong also!). Pure chaos then ensues as I am then over-charged in April, then mysteriously undercharged in May 2023 (seemingly to compensate for the overcharging). This was noted. June 2023 - I notice I had been billed erroneously for calls I cannot physically make - I have neither a landline nor a phone! Clearly an error that can be quickly resolved I submitted a complaint for reimbursement. Simple it was not. 3/4 failed attempts to resolve it (email and whatsapp) essentially yields 'I made the calls and payment is still outstanding'. As I cannot trust the process anymore, I then cancel my direct debit. Unsurprisingly, this catches the attention of another division who call me on 10 July to attempt to resolve again and agree to reimbursement of the charges. I also suggested that an engineer visit my home to prove my claims. Engineer comes: reports possible interference in wires in the cabinet in the street plus no fault from the customer as no phone, nor landline detected. He informs later that a report was issued with all these details. The credit is applied to my account for Junes bill I pay my contractual amount which is accepted. This is offered as a ‘one-off credit’ with no details as to the cause of the problem – this is noted Now, I would have expected that all this detail would be on my profile and that further discrepancies would be remedied so as not to allow incorrect billing in the future. Not so. July 2023 - I am then charged for further calls in July (which appears to be the over-hang from the previous billing month). Whilst investigating I am hit with a late payment charge. Still, I pay the contractual amount. However, this time it has not been accepted! Note the ‘one off credit’ above – I suspect Virgin still see this as my fault ! As this is still in dispute and I have not paid, Virgin have now disconnected me! As you can imagine Virgin are causing me very serious and considerable trouble for my business and also my family. This is all due to errors wholly on their part and wilfull incompetence in responding to complaints. Furthermore, I now notice the acknowledgement of ‘phantom’ calls on the forums. So Virgin know that this is a possible cause yet still treat a long standing customer total and utter disregard?? I have now had to take time off work to 1) rectify this mess and 2) because I have virtually zero capability to do my work. I have also find other means to communicate and will run of data so will need to bring in a 2nd service to cover. Truly, truly shocking customer service by Virgin!! As a matter of urgency, I need the forum team to address this problem asap? Is this possible?2.8KViews1like22Comments