Virgin Media Bill Problems

tafer2uk

I have the talk 200 plan, which gives me 200 minutes. Without going into too much detail I have been questioning my bills as I keep going over my minutes, Virgin have already accepted that they got it wrong on the last occasion, however my requests for itemised bills on the previous two bills are meeting with resistance.

I have just received a letter to a complaint stating that 'We are unable to provide any copy of the calls you've made within the talk plan for legal reasons. As they are classed as free calls, for confidentiality reasons we are unable to show these calls.'

Does anyone know if this is true? Seems crazy to me if it is as they could claim anything and i'd have no way to challenge it. Secondly mobile operators are more than happy to itemis your calls and texts. I plan to take my complaint further but feel I ought to be better informed before doing so. Any help and advice much appreciated.

Thanks

Hintza

I just saw a friend's daughter's mobile phone bill for the month, all 24 pages of it. And most of them were free calls all itemised.

Sounds like bull to me. I wonder what Ofcom would say?

neilmcl

I think the OP's referring to VM's land line tariff, rather than mobile, which may have different terms. However, I agree, stating that there's some legal impediment to giving itemised billing for the inclusive calls does sound a tad fishy. I'm with Sky and all my calls are itemised, the inclusive ones just have a cost of £0.00 next to them.

I think the OP needs to go into some more detail because it doesn't really add up.

Hintza

neilmcl wrote: »

I think the OP's referring to VM's land line tariff,

Yes I know that. The point being if they are all shown on an itemised mobile bill then "their for confidentiality reasons excuse" is bull.

OP call them up again and ask the question once more, if they pull that one again ask for a supervisor and ask them where in their T&C's it says you can't have an itemsed bill.

How the hell can they charge you, if you don't have the ability to check the bill.......absurd!

tafer2uk

Thanks for the replies guys, I've actually got it in writing the bit about it being illegal to tell me. When I called them they said they would send the fully itemised bills, on four seperate occasions. This was what my letter of complaint (and a few other things) was about, the fact that 8 weeks later i'd still not received. I plan to go to ofcom to complain, but thought i'd check first to see if there was some bizarre law. Sounds like they are fobbing me off.

mojomcl

One thing that comes to mind with me is adverts for helplines such as Childline/Victim Support lines/Domestic Abuse support lines that say they will never show up on your phone bill.

tafer2uk

mojomcl wrote: »

One thing that comes to mind with me is adverts for helplines such as Childline/Victim Support lines/Domestic Abuse support lines that say they will never show up on your phone bill.

Good point, but not something that would apply to my bills.

pendulum

tafer2uk wrote: »

Good point, but not something that would apply to my bills.

Obviously, but Virgin Media don't know that. However I would expect them to be able to give customers a list of all the free calls made, excluding the numbers of recognised abuse helplines. There's no need to withhold the whole lot.

tafer2uk

pendulum wrote: »

Obviously, but Virgin Media don't know that. However I would expect them to be able to give customers a list of all the free calls made, excluding the numbers of recognised abuse helplines. There's no need to withhold the whole lot.

See what you mean, the thing that gets me about the supposed free calls is that they aren't free, I pay £9 a month for the privilege.

neilmcl

tafer2uk wrote: »

Thanks for the replies guys, I've actually got it in writing the bit about it being illegal to tell me. When I called them they said they would send the fully itemised bills, on four seperate occasions. This was what my letter of complaint (and a few other things) was about, the fact that 8 weeks later i'd still not received. I plan to go to ofcom to complain, but thought i'd check first to see if there was some bizarre law. Sounds like they are fobbing me off.

Can you quote exactly what you have in writing?

tafer2uk

neilmcl wrote: »

Can you quote exactly what you have in writing?

It's in the op in the quotation marks, the rest of the letter basically says they have checked that my bills are correct and as far as they are concerned the matter is closed.