Virgin ADSL Misery - Help

Redbull

I have been a virgin adsl customer (non-cable) for years. I was paying £14.99 for a monthly contract package.

In May 2008, I called up to cancel and they offered me a £10 a month deal with faster broadband…this was a 12 months contract. I decided to accept this contract and have since been pulling my hair out.

They have never charged me £10…instead they have been charging me £18 since May. I have called them up so many times – every time I call them I am on hold for over 30 minutes before I actually get to speak to anyone.

When I do finally get through, they apologise and promise to correct the problem on the next invoice/payment. It never happens.

More recently (last month) I called up to complain again…they promised again to sort it out, and it never happened…this month I was charged £27. I called them up today and they apologised again and said they will get it all sorted by backdating the money they owe me and call me back within the hour to confirm - nothing

I just don’t know what else to do, I went mad down the phone one time and they hung up on me (a waste of 35 minutes waiting time) I’ve also requested my Mac code a couple of times which they said I would be liable for an early exit fee…I asked for it anyway, but they have not sent me anything.

Where do I go from here? I can’t afford to pay these idiots almost £30 a month now. They pull the money out of my credit card each month.

Thanks for your help

Redbull

Thank you...i will give that a shot...see if i get any further with them.

macman

Is it possible to speak to your credit card company and get them to stop the card and then reissue it? At least that would stop them taking any more. Or ask them to raise a chargeback for the overpayment? Sounds like you're going to migrate elsewhere in May anyway, if not before, so you could ask for your Mac code (again) in April, assuming you're on 1 month's notice. No doubt you'll then get a letter saying that they'll cut you off, but since you have already paid everything due under the contract (and more) I don't see how they can object.
Much better to sign up using a direct debit rather than a credit card in future, as with a db you can always cancel it from your end, whereas with a cc, a recurring debit can only be cancelled by the recipient.
PS: if you have already requested your MAC code and they have failed to supply it in the standard period then you can take the matter to Ofcom.

Farway

macman wrote: »

Is it possible to speak to your credit card company and get them to stop the card and then reissue it? At least that would stop them taking any more.

You may have to tell your credit card co you have "mislaid" the card as some are not willing to just issue a new card at your request, this will of course generate a bit of hassle for you re new pin etc

Or perhaps change to DD from bank? I am on Virgin ADSL and that is my method of payment, that way DD g'tee applies, which is why companies prefer using continous credit facility on credit cards

macman

Sometimes cards unfortunately just get 'damaged'-(especially if you attack them with a pair of scissors)...