can’t make an account
When I set up my contract I never received an email or an account number or area reference. I then later recieved a text message from virgin telling me that my email address no longer existed so i had to register but I cannot make one due to having no account number or area reference. After about 30 mins on the phone about a month ago I managed to get through to an actual human and I explained my situation and was told that a letter would be sent to my address with a code to be able to set up my account over the phone. I still have not received this eventhough I was told i would receive the letter within a week. Also, my direct debit is no longer working to pay so I now have to make payments over the phone and I have to pay £7 more each time as they give me a late fee. I am so unhappy with my experience that has been ongoing for months.Frustration with Virgin Media: Late Payment Charge and Lack of Response
Hi everyone, I’m reaching out to share my frustrating experience with Virgin Media and see if anyone else has been in a similar situation or has advice on how to resolve this issue. Here’s what happened: I’ve had an active direct debit with Virgin Media throughout my contract, yet in December, they failed to take payment on the 18th as scheduled. My bank, NatWest, confirmed that Virgin Media did not even attempt to collect the payment, despite the direct debit being active. Virgin Media then added a late payment charge to my account. To make matters worse, Virgin Media eventually took the regular payment and the late payment charge from my account without resolving the issue. I contacted Virgin Media about this, and on 10th December 2024, I received an email acknowledging my complaint. They mentioned that a request had been raised to waive the late payment charge and said they’d notify me once it was approved. However, since then: I emailed them again on 10th January 2025 to follow up, pointing out that I had proof from my bank that this was Virgin Media’s fault. As of today (18th January 2025), I’ve had no response to my emails. I’ve also learned that I need to wait 8 weeks from my initial complaint before escalating this to the Communications Ombudsman, which is incredibly frustrating given that Virgin Media is completely ignoring me. At this point, I’m demanding: A reversal of the late payment charge. Confirmation that my credit rating will not be affected. Compensation for the stress, time, and inconvenience caused by this mess. I find it disgraceful that such a large company can treat its customers like this and fail to communicate or resolve a simple issue. Has anyone else had similar problems with Virgin Media? How did you get them to resolve it? Any advice on how to handle this would be much appreciated. I’m ready to escalate this as soon as the 8 weeks are up, but I’m hoping Virgin Media will act before it gets to that point.