Downgraded but still being charged full amount - Frustrated !!!
I recently down grade from Full TV, Phone and Broadband, down to broadband only. I paid £128 and due to hard times wanted to reduce bill. However whilst the online tool showed a new revised bill of £60 for Broadband only, Virgin Media have still taken £128 for November. I have tried to call in and got point to the online site, but kept getting an "ooops our fault" phone in.. Going round and round in circles and want t5o know how I get a refund for our over payment. What's the best number to call, as no one wants to help, just sell me upgrades....Bills, lies and hours wasted with the support team.
So I accepted an offer to extend my contract with VM for £39 a month. Not too shabby. This was never "activated" (even though I had been sent the contract) and took at least 6 or 7 different attempts to contact the support team to get it right. They finally sorted it 4 weeks after It was initially due. I received a bill that was 3 times that amount and was assured by the sipport team again that it was an error and it would be rectified. Today VM took £120 via direct debit. The support team again have said they will sort it and I will received credit for the remainder of the money. Surely this is illegal? I have a contract stating a monthly charge of £39 and theyve taken £120? And even if the support team finally do what they're supposed to I'm still out of pocket. I'm assessing my options here, has anyone had a similar experience? Has anyone used an ombudsman in similar cases?Bill Overpayment but No Credit Given
Hi there, Bit of an odd one. Since October 2023, we have been paying £76 for our WiFi package due to some confusion and inability to access bills online (flatmate moved out with login details). We have now restored access to this and have seen that our bills are set to 26.50 per month. However, until February, we continued to pay £76 per month using the online "Quick Pay" system, not direct debit. As a result, we expect our account to be in credit for ~£198. However, we are only in credit for just over £50. We have not stopped paying our bills (though we have now been advised to not pay until April per customer service). However, we believe we should be in more credit than we currently are. Customer service were unable to give us the card details of the card used to pay online (we wanted to check that we are paying into the correct account, despite using our post code and surname as per "Quick Pay") nor are they able to tell us how much was paid into "Quick Pay", just that the bill of £26.50 was paid in full. What on earth do we do now? We have lost a significant sum of money to the ether and no one on the customer service line is able to tell us where it has gone.