Virgin Mobile customers being overcharged

boxnumberone

If you have a pay monthly contract with Virgin Mobile and have been given a 'deal' with them then check your bills.

I noticed from my bank account that Virgin Mobile was charging me double the agreed monthly tariff. They had over charged me by over £80 over several months.

An Virgin Mobile operator explained that there is a glitch with their software that means customers who are on special deals are being charged the wrong price. ie: If the tariff would normally be £40 per month but they offer you it for £20 per month, say to retain you as a customer, then the system will not recognise the discount and you will be charged full price.

The operator said that hundred if not thousands of customers are affected by this. He also said that Virgin are not contacting customers to tell them they are being overcharge as they don't expect to have the glitch fixed till the summer.

I wrote to the head of customer service about this over a week ago but have yet to hear back. They really are a disgrace. Check you bills as you may be owed quite a bit of money also.

stejobeth

I have had the same problem. Switched to a new tariff in October and haven't had a correct bill since then they keep charging me full price :mad:. Every month I have had to phone and have it credited and be reassured it wont happen again but of course it does! I phoned again yesterday after getting this months bill and was finally told the same that it is affecting thousands of customers :eek:. He put a £40 credit on my account and told me it should be sorted by June :rotfl:. Another thing that annoyed me was that I had been charged 9 times for phoning them when 8 of those it was engaged so I only spoke to them once. It is also showing on my account I have been charged for phoning the other night and getting an answer phone message telling me they were closed!

jayspec

We have had the same thing with two accounts that have been changed to the £12/month tariff on their special offer of half price for first 3 months. Charged us full price on both accounts first month and 10p each for the honour of informing them. Have been with Virgin for a number of years, they seem to be losing their way as regards customer service.

Josie_May

I realised in August 2011 that I had been overcharged for the previous 6 months. Originally, I agreed on a contract at £24 p/m for a HTC Desire, 600 mins, 3000 texts and unlimited internet. The phone operator said they couldn't load the special deal on their system, but would apply a discount on a monthly basis.

When I noticed the error I was given the same excuse - 'technical difficulties' - and was told that it would be sorted in September (they issued a refund at that time). So, the Sep bill arrived and I was still being overcharged. I wrote an email saying I'd like compensation - I know it's not a huge amount but as far as I'm concerned they've breached our agreement and issued an incorrect bill. This is when my customer services problems started: I never received a reply to my emails; when I called to chase these up I was hung up on a number of times (I was never rude, but they'd say they were putting me on hold then phone down); I was put on hold for ages (2 hours over the last two days); I was also told I'd be called back... yeah you guessed it no reply. Today I was transferred to the UK contract department where I encountered the rudest guy I have ever had to deal with. He basically told me that there's nothing I can do about it except to check my bills. No compensation, no right to cancel the contract, !!!!!! off.

Surely there is something we can do, as they are obviously lying to us about the nature of the problem (really how long does it take to fix billing IT). I understand that breach of contract does not apply to tariff issues, but this relates to an agreed discount and the repeated issuing of false bills. Is there anyone out there with contract law experience who can advise how to nail them... and get out of this contract because they are useless.