Hi, how can I speak to someone senior as I have had no joy speaking to different departments. I've had to complain and get in contact with Virgin media almost every month since November last year following losing my father, who was the account holder. I got in touch with VW bereavement team and it was organised that the account would be switched to my Mum and the package price he was on would be honoured by way of a rolling credit.
Since then, we've had incorrect bills for the full package price, direct debits coming out of my mums account for the full package price, promises of next month's bill be reduced to compensate and then the amount be taken out of my mums account again. She stopped receiving E-bills so the customer service guy temporarily put her onto Paperbills but said we wouldn't get charged, we've since been charged twice even though my last conversation through Whatsapp said that she would no longer be charged. VM has also just taken £80 out of my mums account even though the Whatsapp conversation said the next payment would be £6.34.
This is beyond a joke now, my Mum is not a confident speaker when it comes to things like this so has always had me speak for her. I am on the account as a speaker and always verify the password (which i've also had an argument with the customer service advisor about as she told me that she could not speak to me!!
This is probably one of my worst written complaints i've ever done but after 9 months you would think this wouldn't still be going on. How hard is it to bill and collect the right amount of money.
Myself and my parents have been with VM since the Telewest days and this is the first time that I have ever considered switching providers for myself and for my mum. Terrible service and no-one can resolve it. I've resorted to complaining publicly now in the hopes that I can speak to someone who can actually resolve this fiasco.
