Wrongly added Netflix premium to my account and still being charged!
I have virgin media - broadband/phone/basic tv package. I discovered in May that I was charged for a Netflix premium subscription every month since January despite not signing up for/even watching Netflix. I called the customer service and I was told they would look into it. I am still waiting for a response about a refund. At least they told me the netflix premium subscription had been cancelled going forward. But now it has appeared again on my next month's bill! How can virgin media charge me for something I did not ask for and then continue to charge even when they told me it has been cancelled! The call centre keeps telling me that I am not being charged but it is clearly on the bill for the last 5months!Upgrade not honoured and now the only option is to disconnect - how bizarre
On Saturday 16th August I received an offer to upgrade speed from m350 to m500 for £3 per month extra. I am fairly new to Virgin and apart from a really rocky start and poor customer service, the service has been fine. I was tempted by the offer for an extra £3 so hit the button. A few minutes later received a customer order confirmation with all the correct details including that it wouldn’t impact the current contract I was in. Great! the following day I received a text message asking me to check the pre contract documentation and approve them. Having looked at the documentation the service had jumped from £59.99 to £139.24 and a brand new 24 month contract. Not at all what i had signed up for or approved. So I didn’t hit the approve button and tried to contact the help line. Shortly after I received further documentation welcoming me to the new service and the new £139.24 price tag for something that was offered at £3 more. after an hour on the phone, I’ve been promised a call back as the retention team said i was left with only two options. To either accept rolling credit which would bring the cost back to £59.99 BUT I would be entering a new contract of 24 months which I definitely did not want given the price hikes they were showing on their documentation come Oct next year. The 2nd option was to offer thirty days notice to cancel and terminate the contract and the services. I only clicked on the link to upgrade based on the offer and here I am now being forced to leave - how bizarre. I have a customer reference number showing the details I had asked for and yet this can’t be honoured. can anyone on here help at all? I don’t want to leave, I certainly don’t want to pay double the amount I was paying simply for moving up a speed which was on an offer and I definitely don’t want to enter another contract. Loosing the will to live with the customer service.
Charged £6.99 for entering pin for on demand channel
I was charged for entering my pin for an adult channel with no warning I would be charged £6.99 whatsoever. The channel I clicked on did not say anything about a charge but once I entered my pin (which makes sense as it's an adult channel) it said I had bought a night pass. I had no intention of actually paying for one and did not watch it at all. There surely should be another step in the process to buying these services. I don't know if it can be seen that I did not watch the channel. The whole thing feels very scammy. If it was on a channel that clearly advertised a charge I wouldn't mind, as that would be my fault completely. Can this unused, and unfair charge, be refunded?Early cancellation fees
We have just sold our house and obviously had to cancel our virgin tv and broadband contract. We have now received a substantial bill for cancelling. However we have bought a new house and would want to go back to Virgin once we move in. could we transfer our account to the new house once we move in? we were never told about an early cancellation fee when joining Virgin media and now shocked to receive this bill especially after cancelling our account with an AI Bot and not speaking to a human being. any help is appreciatedBill credits not added as promised
When we signed up to Virgin a few months ago, via a representative, we were promised that we would have bill credits applied to our account to cover our first two months (to help offset cancelling our EE contract early.) These credits have not been applied and we have had two bills from Virgin. I have email evidence about the promised bill credits from the salesmen. I also know his name and have his work number. I have reached out directly to the salesman several times. One time he said the credits had been applied when they hadn’t, then he said he needs to wait for his manager to come back from leave. I have all the text messages. My next bill came today and the credits have not been applied. What do people suggest is my next step please?Have no odea what my new monthly cost will be on renewal.
On 6th August I went online to renew my contract and was offered my existing package at £43 per month which was confirmed by email. 4 days later on the 10th, I received another confirming that I had agreed to the same deal but priced at £77 per month. I spoke to the web team and was told they couldn't help me but could do me a new deal at £53 per month. When I refused I was told to call. I did that and was told that the deal didn't go through - despite the fact I have confirmation of the contract and start date confirmed over email. I asked to be escalated to a superior and was instead forwarded to the retention team who told me that she could see the deal but the web team take 14 days to process which is why it isn't showing up but failed to explain why I have a second email with a different price (which is the price currently attached to my account). I explained that I needed definitive confirmation of the price in order to agree to continue with the service but was told that she couldn't do that unless I did a new deal with her at £53 per month. Now I am forced to wait until the next bill to discover how much they wish to charge me and fear that I will be without broadband - 3 of us use it to work from home when I refuse to pay their inflated price. I need confirmation of what the new contract price is before the end of my contract so I can make an informed choice about whether to switch providers, to ensure that we maintain connectivity. Please tell me there is someone at Virgin that isn't just commission grabbing and can actually help me before I just go elsewhere and bin this equipment.Reducing the cost of my account
Hi - I'm out of contract and I'm finding it totally impossible to reduce my package to basic internet. I have spent hours over the course of 5 attempts (both via messenger and on the phone) to cancel my TV package and renew my contract as internet only but every time I have been told that there is a system error and that I must try again in 24-48 hours. Last week I was assured on the phone that I would be called back today (before my bill tomorrow) between 2-3pm, I haven't received a call. I'm due to be billed tomorrow and I can't afford it, and have been trying to cancel for weeks now. I don't know what to do or get out of this extortionate billing that is impossible to cancel. Would someone please be able to help me? The customer service I've received over the past few weeks has been totally ineffective and a waste of my time. Thanks very much