Virgin Mobile - Systematic Overcharging on Data

dkmax_2

I have a Virgin Mobile contract with included data. I recently reviewed my bills and have discovered that they have been charging me for data usage during some months - i.e. my data allowance was not applied at all.

The amounts were small, a few quid here and there, which is why I hadn't picked up on it but I would advise anyone with a Virgin contract to check this ASAP, as this is likely to affect more than just me.

spiro

Are you sure the charges are not for going over your limit?

dkmax_2

spiro wrote: »

Are you sure the charges are not for going over your limit?

Yes, because the billing starts immediately in each of the affected periods. I should also add that I go nowhere near the 1GB monthly allowance.

I've worked through the last bills and there is a pattern emerging. I get billed on the 28th of each month, about 50% of the time on the following day (29th) I will be charged for data. In March this erroneous charge slipped to the 1st of the month (no 29th Feb). In April it also started on the 1st of the month.

They clearly have a bug in their billing system.

thepurplegoldfish

This happens to me too, it happens when my tariff refreshes each month. My refresh date is the 3rd but unlimited data and unlimited Virgin to Virgin calls get added either the next day or the day after. I often have 30p or 60p depending on whether it has been one day or two, it is annoying. I drop them an email every month (I just forward them the same one) and they credit the money back.

n18

Hi, I had problems with Virgin Mobile overcharging me since Nov 2010. I spoke to them in Febuary and they agreed to credit the overcharged amount (£6 over 5 months), then low an behold they continued overcharging me for the next three months!

I've just got of the phone with them and the lady who answered the call said they were aware of an overcharging problem that they were told their "IT Department" were fixing it. I mentioned that I'd had problems since Nov 2010 and she just said they were told it would be fixed for next month.

They are keeping quiet about this and only refunding money to people who check their bills. Surely this is wrong?

This has been happening for over 6 months, PLEASE CHECK YOUR BILLS.

invisibleyousee

There was a similar problem about 3 years ago with calls, and it genuinely was an IT issue - it was fixed and all customers (not just those that called/emailed) were credited back - I'm sure they'll do the same this time.

dkmax_2

Just an update. There is/was an IT issue applying data allowances which they claim has been resolved. I have been refunded the money that I identified as being over-charged. Only very small amounts but it accumulates over time so check your bills carefully.

chuckley

one month they charged me £92 for all data usage when i have 1GB. CS has 'no idea why'.

They told me the 'snow' we had in jan/feb was y online statments were emailed 2 weeks late.

They're USELESS!

Legal_Academic

I am also having this problem with Virgin Mobile, so they clearly have not resolved their IT problems. Each month for the past three months they have charged me for data when I was well within the agreed limits, and they also 'forgot' to apply agreed discounts.

I am now taking up Virgin Mobile's recurrent overcharging issue with the ombudsman, CISAS.

dmm7375

my wife and i both took out new contracts with virgin last year, we both received a £10 per month loyalty discount off of our tariff. So far 12 months into our 18 months contracts they fail to add the discount, either one of us is on the phone almost every month to try and sort this out. This happens more regularly on my wifes phone, but it has happened to me 5 times so far.
Sick to death of hearing the same excuses and blaming their colleagues for not doing their jobs properly.... well its happened again and I tried to exercise my right under section 10 of their t&c's which says they must fix the problem in 7 days or i can cancel the contract, but they have refused because since the last time my contract was over charged was 3 months ago and the look at it as a different problem.

jb66

I wrote to CEO office as getting fed up and they let me renew my contract 4months early