Virgin Media - frantically trying to take money they're not owed

dcox78

Hi All,

I've had loads of problems with Virgin Media recently, more than I can list here. But one in particular is really beginning to get on my nerves.

I had a lot of problems with my tv box. We had the standard box, which kept freezing, I couldn't get the info up, couldn't use on demand, amongst other problems. I complained, and explained that all the standard boxes I'd had from them had the same problem, and so as I was paying them so much per month (I'm on XL for everything), I wanted a free V+ box to see if it was any better. They refused, and sent an engineer out with another standard box.

Within minutes of the engineer leaving the problems returned. I phoned again and offered 2 options - cancel all my services, or give me a free v+ box. They went for the free V+ box option.

Not long after I got a letter detailing the charge for this. I called them and they said it was a standard letter, and I didn't have to pay anything.

I then got my bill, with a charge for the "free" V+ box. I complained again, and got it removed from the bill.

I then got a letter welcoming me to my new 12 month contract. I don't remember signing anything. I don't remember agreeing to a new contract. I don't even remember them telling me about a new contract. Mainly because they didn't tell me about a new contract. So I complained, and they put a note on the account to say I'm not to be held to the extended contract.

On 2nd November my direct debit went out, less the charge for the V+ box. All seemed well, until today, when I get my next bill. For £134. Which includes a £59 balance brought forward (but my direct debit went out???) and a £10 late payment charge (but my direct debit went out???).

Is this their recession strategy? Just keep adding money onto peoples bills in the hope they won't notice? Or are they REALLY that incompetent?

I've sent an email tonight demanding that they reduce all my services to the minimum packages. I've cancelled my direct debit to ensure they can't extort any more money off me, and have advised them of this.

My question is, am I within my rights to get out of my current 12 month contract early (it expires in January)? I've had a good offer from Sky which I want to go with, but I was going to wait until January, but I've really had enough of this shoddy virgin media service now. Virgin Media advised I would have to pay them £180 to get out of the contract.

nic_28

Each time you take out a new 'product' (upgrade to xl tv, broadband or even add sky movies) with Virgin Media this starts a new 12 month contract. I previously paid monthly for my V+ box but then payed a one off charge of £75. They are still responsible for the box and will fix all the faults free of charge. I have been with Virgin for 7 years and have had no problems with them at all. I think a lot of problems can be sorted by speaking to the right person, a customer service member instead of a billing advisor, fault advisor etc (usually I find they are all from Liverpool)

HTH

Nic

gjchester

dcox78 wrote: »

I've sent an email tonight demanding that they reduce all my services to the minimum packages. I've cancelled my direct debit to ensure they can't extort any more money off me, and have advised them of this.

It's not really extortion, you asked for and recieved an upgrade to a V+ box, and it has to be paid for. Question is did they tell you it was a new contract.. .

You really should get that direct debit re-instated, pay but make sure they have the complaint on file. Cancelling the direct debit is likely to make them go futher, either charging you for breech of contract or if it goes on they may selling the debt on or take you to court.

I'd suggest you put ALL the issues in writing to them, and send it to them, send it recorded and keep a copy so if it ever goes further you have copies of what you sent and what was recieved. It may also help to ask for all the recording they have of the calls you made, they may have said it was a new contract and you misheard it (You may not but ask anyway).

dcox78

I wouldn't mind if they had advised me of the extended contract, but even the guy who put a note on the system to say I wasn't to be held to it admitted that they hadn't advised me.

I spoke to them this morning. When I said I'm not wanting to stay with them until January when my existing contract expires, they said it actually expired in October 2011!! So thats a 2 year contract they signed me up for. After a bit of arguing the lady went away, then came back and said that the guy who put the note on the system is facing serious disciplinary action as they are not supposed to do that. I'm sure that is confidential between employer and employee.

They still couldn't seem to understand what the additional money was for. I was then told that the fee for the box wasn't actually credited back as it was supposed to be last month, and therefore it was carried forward. They've said they've now credited it back, so I'll expect to see it on my next bill, with another £10 late payment charge.

They won't let me out of my 12 month contract early, so it looks like I'll have to stay until January, but I certainly won't be staying any longer than that. I'll be arranging Sky to install at the end of December and will then give Virgin Media their 30 days notice.

With regards to the direct debit, I've told them I'll pay by card which they seem happy with. I won't be paying any more than they're owed that way.

dcox78

gjchester wrote: »

It's not really extortion, you asked for and recieved an upgrade to a V+ box, and it has to be paid for. Question is did they tell you it was a new contract.. .

They agreed to give me it free of charge to stop me leaving. That included the box and installation.

gjchester

dcox78 wrote: »

With regards to the direct debit, I've told them I'll pay by card which they seem happy with. I won't be paying any more than they're owed that way.

If you signed/ agreed to a continous card authority then they can keep taking payment without your say so or approval, and they are a lot harder to cancel than direct debits. ( see http://news.bbc.co.uk/1/hi/programmes/moneybox/2099270.stm )

Also VM usually charge a £5 admin charge if you don't pay by DD, I hope they agreed to waive that for you.