Virgin Media Bill Problems

DCFC79

All the calls made should be listed in the bill, can you not view your bills online

wealdroam

All calls except genuine free calls, e.g. 0800..., should be on your bill.

The other 'free' calls, those included in your tariff, should appear on your bill as technically they are not free but inclusive in the price you pay. Obviously these are what you need to see to work out how you are 'overusing' your inclusive calls allowance.

In any communication, you need to clearly distinguish between 'free' calls and 'inclusive' calls.

tafer2uk

DCFC79 wrote: »

All the calls made should be listed in the bill, can you not view your bills online

Yes I can see them online but only the basic bill, I spoke to them four times and they told me they would send me out itemised bills and make sure my future bills were itemised, after 8 weeks still no copies of the previous bills I requested and still can't see itemised bills online. Only calls above 50p are itemised and then only the ones that are above my 200 minute allowance not all of them. This is when I emailed them to formalise my complaint, never received a reply, so emailed again, no reply so sent a letter to complaints department, two days after sending letter received a letter back with the spiel about them not being able to for legal reasons. Although I think letter I received may have been in response to one of my email complaints not the letter. Even if what they were saying was true which I doubt, why did four seperate service reps on the telephone say it was possible and they had sent out the bills requested.:mad:

tafer2uk

wealdroam wrote: »

All calls except genuine free calls, e.g. 0800..., should be on your bill.

The other 'free' calls, those included in your tariff, should appear on your bill as technically they are not free but inclusive in the price you pay. Obviously these are what you need to see to work out how you are 'overusing' your inclusive calls allowance.

In any communication, you need to clearly distinguish between 'free' calls and 'inclusive' calls.

It was Virgin who called them free calls, I just requested a fully itemised bill so I could see where I was supposed to have used the 200 minutes. I have numerous complaints that I have raised with them also but that's more around misinformation and all round poor service.

neilmcl

tafer2uk wrote: »

Yes I can see them online but only the basic bill, I spoke to them four times and they told me they would send me out itemised bills and make sure my future bills were itemised, after 8 weeks still no copies of the previous bills I requested and still can't see itemised bills online. Only calls above 50p are itemised and then only the ones that are above my 200 minute allowance not all of them. This is when I emailed them to formalise my complaint, never received a reply, so emailed again, no reply so sent a letter to complaints department, two days after sending letter received a letter back with the spiel about them not being able to for legal reasons. Although I think letter I received may have been in response to one of my email complaints not the letter. Even if what they were saying was true which I doubt, why did four seperate service reps on the telephone say it was possible and they had sent out the bills requested.:mad:

Might be worth contacting Ofcom to see what they say, if anything.

tafer2uk

neilmcl wrote: »

Might be worth contacting Ofcom to see what they say, if anything.

I filled a form in yesterday requesting info but got back an automated reply, will give them a ring tomorrow.

tafer2uk

Just thought i'd update the thread, unfortunately OFCOM were as much help as a chocolate fire guard.

I asked if it was true that Virgin aren't able to give me a breakdonw of my bill. She asked if it was an inclusive package, I said yes, was told that they may not be able to as some companies can and other companies can't. She was unable to tell me why this was so.

I asked if this was for legal reasons, said she didn't know.

I asked how do I dispiute bills if I am unable to see what I am billed for. She didn't know.

Was told to call CISAS, however they told me they can't provide advice all they can do is ajudicate on complaints if I submit one to them. However this would mean having to go through the same process for each and every individual bill I disputed.

Telephoned comsumer direct, they told me that it would be hard for me to get them to share details but were pretty sure this wouldn't be because of any law. Their suggestion for future bills was to write down every telephone call I make and it's duration so in future I could prove I hadn't. I politely told her that I had better things to do with my time than to record every call I make from now until the day I die. I also doubt that it would prove anything from a legal point of view as I'm sure they would just argue that i'd missed writing them down.

Not sure where to turn now.

Hintza

tafer2uk wrote: »

Not sure where to turn now.

Get further up the tree at Ofcom.