Virgin Media outrage

phunkygal

Before the world cup we decided to upgrade our Virgin to HD. I phoned and spoke to someone who said if we upgraded our TV service to the XL package then with the V HD box (NOT V+, as I didnt think it was worth the extra £5 a month as I wouldnt use it) the box would be free. I then called back a week later, spoke to someone else and he confirmed this and that my new package would be £47.49 a month.

I set this up and as the company that delivered the boxes didn't deliver to my area I had to have an enigneer install it. The guy said this would be £35 but as it was not my fault it wasnt in my ares, he would credit my bill with the £35.

So it all got got upgraded fine but when I got my bill I had been charged £49 for the installation, and the £35 for the delivery with no credit. Not only was this £84 of charges I hadn't agreed to but the total monthly cost was £54.49 rather than £47.49 so I am also being charged £7 a month more than I agreed.

Naturally I called to complain, the lady seemed to agree with me and said she would have to get the original person to call me back as she couldn't do anything. I heard nothing so I emailed. I heard nothing. After 3 weeks I called again today and was told that the free upgrade offer is not valid on the V HD box, only on the V+HD, and that as i was 'given incorrect inforamtion' I could not be given a refund. He said a complaint has been logged against the person who made my call, but offered no explanation as to why they had not called me. I then spoke to a manager who just repeated that the 'changes will stand' as i was given 'incorrect information'.

I am fuming and as I work processing direct debate payments I know this is basically unlawful. I also know that all calls are recorded so I have asked the manager to listen to the call. She has said she will, and will call me back but im sure she wont - what can I do now?

rummy

I agree, I think it is unlawful. Incorrect information was given to you and with that in mind you went ahead with the transaction. It's not your fault that it happened to be incorrect. Thats their fault and they should have trained the staff. I have never heard of a company saying you need to pay for someone else's mistake especially when it's internal. It's also not your fault they don't deliver to your area which again is ludicrous. How are they to make you a customer?

If they want you as a customer, especially on a high end package, they better refund you as agreed ie you only went ahead with this based on that information.

In this instance, I'd submit a formal complaint via email recording the date and information of everyone you spoke to and the content and how you are fully aware that the calls are recorded therefore to check their phone records . They should have a period in which they respond. Escalate it until it goes past their final stage. I'm sure there will be regulatory bodies or somebody who you can dispute it with.

I also think you should make your bank aware that you are disputing the charge and may want some of this money back under the DD guarantee as this is NOT what you agreed to pay.

What a bunch of incompetent idiots.

vikramrkin

I had been sold a package with incorrect info from virgin. I had to face the same problem. The person just said they would apologise for the incorrect info and wont be able to refund.

Then I used the complaints procedure in their website and lodged a complaint. In the end it was sorted out. So I highly recommend you doing that.

good luck.

smcaul

I had the same problem a couple of years ago, you really have to push them to get them to back down and actually do as they agreed to in the first place. I let them know I was quite prepared to go to court to settle it, when I mentioned this the manager then said he would then just cancel the whole lot and there would be nothing further I could do about it - he thought he then had the upper hand until I pointed out the contract worked both ways and that if they cancelled then I would take them to court for the cost of providing tv, phone and 50meg bb for the year, which due to my distance from exchange would require about 10 bt phone lines to get the same speed, which would cost them substantially more!!!

He went away, thought about it and came back and gave me the deal they had originally offered you really have to play them at their own game though!!

mobile48

While helping a friend with Virgin after getting nowhere and ending up telling them just to cancel I found the Virgin Retention Department were keen to listen.

When I said I was cancelling anyway they did hang up. I guess the person did not want to lose a customer on their watch. Apart from this they sounded helpful people to talk to.