Lied to and Conned by Virgin Media

Frank_Elder

Hello,

I am looking for advice on how to pursue a complaint; I was wondering if anyone else has had the same experience as I have with Virgin Media.

I have been with the company for years now, paying through the nose for my TV/Broadband and Phone line. Completely my fault however, as I havent taken action earlier to correct my bill and get myself on a better tarriff.

However, last month when I tried to downgrade my package after paying £70+ for the monthly bill, I was told my bills for the following month were going to be reduced to around £31, with a charge for a wireless router for around £10 which I ordered with them.

I recieved my bill, £88 with no sign of any wireless router charge on the bill whatsoever. We had bugeted for the month and an extra £50 for Virgin not doing their job was not in the budget. I tried to call them and explained everything that had happened, and was told that the problem was my fault as I didnt "call up to register the wireless router", which was never mentioned as necessarry when I first downgraded. When asked why the wireless router didnt even get charged on my bill and how me calling back about registering it can have any effect on my TV and Broadband being downgraded, I was met with more stuttering.

I asked to get my bill refunded as agreed and demanded they listen to the recording of the first call I made (as they are all too quick to fall back on this when it is the customer in the wrong) and after being put on hold for five minutes, the operator told me there was nothing he could do and I would have to lodge a complaint. So that is what I am going to do next, but not before sharing my story with as many forums as possible.

My question(s) are:

Does anyone have any advice on how to deal specifically being promised one thing by an company and not being delivered on?

Can I demand them review the recordings to confim what was promised?

Has anyone else dealt with a smiliar problem and got a resolution? i.e. the bill revised to what was originally agreed?


Absolutely startling customer service, no wonder the company is an absolute sinking stone in comparison to Sky, who I will be joining in the next few weeks.

epsom

Frank_Elder wrote: »

Hello,

I am looking for advice on how to pursue a complaint; I was wondering if anyone else has had the same experience as I have with Virgin Media.

I have been with the company for years now, paying through the nose for my TV/Broadband and Phone line. Completely my fault however, as I havent taken action earlier to correct my bill and get myself on a better tarriff.

However, last month when I tried to downgrade my package after paying £70+ for the monthly bill, I was told my bills for the following month were going to be reduced to around £31, with a charge for a wireless router for around £10 which I ordered with them.

I recieved my bill, £88 with no sign of any wireless router charge on the bill whatsoever. We had bugeted for the month and an extra £50 for Virgin not doing their job was not in the budget. I tried to call them and explained everything that had happened, and was told that the problem was my fault as I didnt "call up to register the wireless router", which was never mentioned as necessarry when I first downgraded. When asked why the wireless router didnt even get charged on my bill and how me calling back about registering it can have any effect on my TV and Broadband being downgraded, I was met with more stuttering.

I asked to get my bill refunded as agreed and demanded they listen to the recording of the first call I made (as they are all too quick to fall back on this when it is the customer in the wrong) and after being put on hold for five minutes, the operator told me there was nothing he could do and I would have to lodge a complaint. So that is what I am going to do next, but not before sharing my story with as many forums as possible.

My question(s) are:

Does anyone have any advice on how to deal specifically being promised one thing by an company and not being delivered on?

Can I demand them review the recordings to confim what was promised?

Has anyone else dealt with a smiliar problem and got a resolution? i.e. the bill revised to what was originally agreed?


Absolutely startling customer service, no wonder the company is an absolute sinking stone in comparison to Sky, who I will be joining in the next few weeks.

I have had a lot of trouble with Virgin --and I only joined them on April 1st!
Problems involving being told conflicting information by different advisors....being cut off for going over my 'credit limit' on phone calls. I WAS NEVER TOLD I HAD A CREDIT LIMIT! ....and I had to pay £52 to get back on line.

I would suggest a site called getoutofdebtfree.com.
They will give you great advice and I really recommend them.

Good luck!

daggy

You can also contact trading standards/consumer direct