at my wits end with Virgin

LopezLopez

I've been with Virgin mobile for over 11 years and I've never had an issue. About a month ago I purchased a bundle from them which gave me lots of minutes and texts for £10.53 a month. I had to sign for 18 months.

As I pay via d/d, I was unaware that they would try to charge me for £25.53 and then deduct £15. The payment was rejected by my bank due to insufficient funding. This is an account I use exclusively for paying my phone bill. My bank have charged me £25 for this.

I have spoken with Virgin about this several times; it's rather frustrating as you get through to a call centre in South Africa where you're on hold for ages and then repeat the same thing over and over.

I have asked them that:

1. they amend my account to the agreed £10.53. The lady just kept repeating, 'yes, I will make sure the £15 get deducted right away every month so that this doesn't happen again".

2. I get compensated for the £25 I've been charged due to their wrongdoing and not mine. The lady just kept repeating, 'I am sorry for your inconvenience. I will make sure the £15 get deducted right away every month so that this doesn't happen again".

Why won't they amend my account so that it shoes the agreed amount? I feel that for the next 17 months I'm going to have to check diligently that they've applied the £15 discount and then be on the phone to them over and over again.

The latest now is that 3 days ago I settled my bill over the phone with a credit card. Despite that, my online bill shows I already owe £41 which is utterly impossible as I barely use my phone. I just don't know what to do anymore as they tell me stuff over the phone that doesn't get reflected. I even feel they're messing with my head. What now?

Claremac

I feel your pain! I am in the last month of an 18-month contract with Virgin and they frequently overcharge resulting in me having to contact them to correct it. This "discount" system is something they seem to use all the time, where the contract is a set amount but they say they will actually charge less. The trouble is, as you say, they don't and you have to chase it up! I wonder how much they make out of those who don't check their account?

Like you, I have had them promise that the problem is fixed only for it to come back the following month. I'm sorry I don't have any other suggestions other than to check your bill every month.

Buzby

Well, your DD (which you agreed to) provided them with the autohrity to take what they wanted, when they wanted, and as often as they wanted. I certainly wouldn't trust any commercial entity with my bank details, and especially Virgin, who have one of the most flakey billing systems known to man.

If you accept that you are happy to let anyone take your money, then your issue is with your bank, as charging £25 NOT to make a payment is by far the bigger rip-off, as the charges are usury. Without a DD, they cannot charge this.