Having a nightmare with Virgin over discounts

powerful_Rogue

Ive been a customer with Virgin Media (NTL) since 2005.

During December 2010 I phoned up to cancel my services as I was paying too much and worked out I could get Broadband/TV/Phone cheaper elsewhere. A couple of weeks prior to disconnection I received a call back from their retentions department offering me all the above for £43 a month.

I accepted the offer and a week later I received a letter in the post confirming the price, however next to one of the discounts it stated "1/2 price for 12 months". I phoned back up and asked to cancel as once the 12 months was up it would push the price up for the remainder of the contract. I was told that they could only apply it for a maximum of 12 months, but to phone back in December 2011 when it drops off and they would re-add the discount. I asked if they could confirm this in writing, either post or email and they said no, but they would make a note on the account so there would be no issues when I phoned back up.

My latest bill has arrived and the service charge has shot up from £43 to £55 a month. I phoned up and was told there were two diso!!!!s being applied to the account. The only discount they could apply was £4 a month. I asked about the second discount and advised it was 1/2 price line rental and they couldnt re-apply it and there were no notes relating to that, only the £4 discount. The operator advised me to write in and complain and gave me the times, dates and operator ID's of all the people I spoke with in December 2010 so they could review the calls.

I wrote my complaint listing all the details and received a reply back saying

Thanks for your e-mail about the amount you're paying for your services. I'm sorry you're unhappy.

To clarify, there are no notes on your account which support the recurring credit would be re-applied after the 12 months had expired.
This discount has now expired and unfortunately cannot be re-applied.

With this in mind the charges applied to your account have been correct.

I appreciate this may not have been the response you were looking for, however I hope I've clarified the issue you raised.

It makes it appear they havent really looked into the complaint as the operator I spoke with the other night said he could find notes about one of the discounts, just not the second. The email stated there were no notes at all!

Ive just written back asking about this and whether they listened to the converstaion I had regarding the discounts. This was the sole reason I made on of the calls, to challenge what they had sent me and to confirm my service charges would remain at £43 for the duration of the contract (minus VAT/ inflation rises etc).

Just wondering if anyone had any dealings with Virgin Media complaints in the past and whether there is a next step to escalate the matter?

stephenliverpool1

If I have any discussion and agreement with any company, I always put it in writing via an email; normally to the CEO. This includes VM, which has served me very well in the past

With regards your issue. you could try to send an email complaint to the VM CEO but IMHO it will just be your word against the VM customer services. I also can't give you the CEO email address (cos it goes against crazy MSE forum posting rules) but can advise that his name is Neil Berkett.

HTHs.

powerful_Rogue

stephenliverpool1 wrote: »

If I have any discussion and agreement with any company, I always put it in writing via an email; normally to the CEO. This includes VM, which has served me very well in the past

With regards your issue. you could try to send an email complaint to the VM CEO but IMHO it will just be your word against the VM customer services. I also can't give you the CEO email address (cos it goes against crazy MSE forum posting rules) but can advise that his name is Neil Berkett.

HTHs.

Thanks for the reply.
Im trying to get them to listen to the telephone call made in December 2010 to hopefully resolve the issue. I'll wait to see what I hear back, failing that i'll drop an email off to Neil Berkett.

Thanks again

john-306

Let us know how you get on as I was offered a £32 deal by the "movers team" when I then rang up and checked (didn't trust them as I've been had before) it had magically increased to £35.
I'm waiting for a callback off a manager anytime now when he has listened to the call.... I won't hold my breath