virgin media trouble

marrittm

Hi all don’t really know where to start so i will just keep it simple as possible, i called virgin media approx. 2 months ago to change the dates of my direct debits, i was told that i need to cancel my old one before changing dates then call back at end of the month and setup new DD. although i thought this strange i did it, but when i tried to set up new direct debit i was told i had to pay the current bill first plus £5 on top for paying with card, i explained what i was told so they waved charge and set up DD "i thought" come the middle of the following month i got letter saying i missed my payment and had been charged £10 and i needed to settle the outstanding balance which was to payments worth over £80, i called them up and again explained and again made payment with card for half the bill but was then told that the lady who i set up DD with hadn’t put it through. So again i set up DD again, and then the other day i was browsing on my online banking and noticed that VM have taken a payment on the 4th oct and another on the 24th oct £120 in total. Angry and confused i called them asking why they have taken a second payment without my permission and with no warning; i was told that there had been no DD set up again. All they keep saying is write in but I’m not interested i want to talk to someone who has some authority and will help, im seriously considering cancelling my DD and wait for them to contact me. Do i have any rights and if what can i do. Also this is just tip of the iceberg there have been other issues from miss sold packages, 4 years of faulty phone line which has only just been fixed.

Kurtis_Blue

If the DD taken is incorrect then simply get the bank to repay it, if you have, on numerous occasions, been given poor telephone service why don't you just write in.

annie1975_2

Ive just changed my direct debit date,no problem.Just need to pay extra 4 days because Im changing it from 24th to 28th of the month.... I would ring and ask to speak to the supervisor,or manager.

Buzby

This is a Direct Debit, yes? As this for unspecified amoundts on unspecified dates, what are you changing - and how are you achieving this? Virgin offer no flexibility, they take it when the billing computer takes it, and the cycle is pretty inflexible as you have to fit in with it, rather than the other way around. Unless they've seen the light, (or you've moved or taken out a new contract) your billing date (and therefore, when the DD is taken) is pretty much locked down!

recovering_spendaholic

marrittm wrote: »

Hi all don’t really know where to start so i will just keep it simple as possible, i called virgin media approx. 2 months ago to change the dates of my direct debits, i was told that i need to cancel my old one before changing dates then call back at end of the month and setup new DD. although i thought this strange i did it, but when i tried to set up new direct debit i was told i had to pay the current bill first plus £5 on top for paying with card, i explained what i was told so they waved charge and set up DD "i thought" come the middle of the following month i got letter saying i missed my payment and had been charged £10 and i needed to settle the outstanding balance which was to payments worth over £80, i called them up and again explained and again made payment with card for half the bill but was then told that the lady who i set up DD with hadn’t put it through. So again i set up DD again, and then the other day i was browsing on my online banking and noticed that VM have taken a payment on the 4th oct and another on the 24th oct £120 in total. Angry and confused i called them asking why they have taken a second payment without my permission and with no warning; i was told that there had been no DD set up again. All they keep saying is write in but I’m not interested i want to talk to someone who has some authority and will help, im seriously considering cancelling my DD and wait for them to contact me. Do i have any rights and if what can i do. Also this is just tip of the iceberg there have been other issues from miss sold packages, 4 years of faulty phone line which has only just been fixed.

I sympathise with you as I have had a similar problem over the last few months. I was told to cancel the DD like you and ended up paying the £5 and £10 for missed payment. They are a nightmare to deal with and seem only to give any sort of good service/deal to new customers. I changed my level of service the other week to downgrade and when I rang to say I wanted to cancel because of all the bother they said that I was locked into a 12 month contract from the date of service change!!!

I hope you get further than me - I have given up with them!

marrittm

sorry for long time for reply, i have managed to get some sort of outcome from them, i managed to get hold of a very helpful advisor who took the time to look into my account from the start of my renewal date to now, she went through everything in detail and explained it all, i managed to get my DD set up hassle free this time and most off all an apology for how i have been treated, they are looking into my 4 year phone problem and just before i was about to hang up i was offered a £20 credit as a good will gesture. To be honest the difference i got in my customer service agent was unbelievable, I’m not being discriminating but as i called before 8pm i got an agent from this country rather than 1 from overseas.

Smacca

May I ask for some help regarding Virgin Media please! My mother who is a pensioner had Virgin TV, Internet and phone installed 2 months ago. When enquiries were made before agrreing to the set-up, she was told that she would have unlimited calls on the phone. She had the medium package deal and paid two months up front as you do. Within 3 weeks, she has a bill arrive for over £100. She had hardly made anyy calls. My sister in law queried this and Virgin Media confirmed they had made an error and had not placed the unlimited calls on when they should have. They said they would re-imburse on her next bill. They also said they would set up the unlimited calls. They didn't although mom wasn't aware of this and yet again receieved another bill for £70 odd quid. She made very little calls. Again she paid the bill although these bills have made her feel very upset and ill. Again, my sister in law has been on the phone and they confirmed they hadn't re-imbursed as promised. They have now paid back £38 however another bill has just landed for another £70 odd quid. This is causing mom soo much upset and she is adamant that she wants the whole set up taken out. We have been on the phone to VM who are the most rude, inconsiderate, obnoxious expletives and they are now demanding £180 to disconnect. WHY SHOULD SHE? after all the trouble, anxiety and upset this has caused her.... how and what do I have to do to make sure they do not steal more money from my mother? CAN ANYONE OFFER ADVICE ?

Kurtis_Blue

http://consumers.ofcom.org.uk/2010/06/a-guide-to-telecoms-complaints/