Contacting Virgin? Re: Overcharging

cambslass

Firsty may I commiserate (sp) with those of you that are experiencing problems of a similar nature with Virgin/NTL

I found out a few months ago that I was being overcharged on my monthly bill. Despite me contacting them via letter, email, and also, sitting on the end of a telephone for what seems hours on end, and then hanging up with the frustration of it all, I do not know where to go from here.

I was thinking that the only way for them to 'notice me' was for me to cancel my direct debit with them, though I do not wish to be breaking any contract etc.

As I cannot speak with anyone from Virgin/NTL: Do any of you hear have constuctive ideas please :-)

Thanks

marleyboy

I feel for you likeise, as I have been overcharged many times over the years with them, and getting through to anyone is a complete nightmare, the only dim light at the end of the tunnel I can give you is to not give up at all. emails and letters are a complete waste of time, so it does mean sitting for hours on end at the end of a phone. I got so fed up with being sent from pillar to post with them (at the times I wasnt just disconnected) on getting back through I instantly said I wanted to be put through to cancellations dept. From here they ask why you want to terminate, thats when you let loose with both barrels. After a lot of hmmms and aahhhs, they get a team leader to deal with it. The key is TEAM LEADER, Not wanting to appear defeated in front of their Underdogs, they will offer you the world to keep you, reimburse you what they have ripped off you, and offer you a sweetener for your troubles.

Ultimatley, I would think the best way from there would be to scrap direct debit and pay by book, simply because they cant rip you off from your bank. As it will happen again as a result of a "technical hitch". most of the call staff simply say "I dont know why thats happened", which doesnt help, especially after spending hours in not only getting through, but getting trough to A department.

terryharman

lol, i have been on a 12 month half price offer for my 4 mb b-band, well, every month i hav e 2 ring up to get them to refund me, allways charging full price.

Also, just noticed, they are charging me £20 for teh XL tv package.....even though im on the freeview......and im not getting any XL channels.

Cant wait till im out of contract, anyone know of any sky+ deals sky are offering?

Stripeylad

Just had a similair problem with my 1st Virgin Media Bill.

I have had 2 Direct debits come out of my account within 2 days of each other. One for £144 and one for £90. I am on the £85 deal so the £144 figure sounds about right (current month and one month in advance). No idea where the £89.99 comes from though. The lady at Virgin even said that they only had one payment coming from my account (the £144 one)

Just spent an hour on the phone and when I eventually got through to someone the best they could do was give me an address to write to to complain. This could take weeks or months to get resolved I was told. Meantime my account has 2 DD setup for Virgin which will continue to be withdrawn whenever they see fit for whatever amount they want.

Rang my bank (Halifax) and was told to get a DD indemnity form to get both amounts refunded, cancel my DD's and wait for Virgin to chase me to make the correct payment. Obviously I would prefer to pay as 'normal' with no extra charges but can't really afford an extra £90 coming out of my account every month.

I am tempted to indemnify the £89 DD and keep the other DD active. Then wait and see if they come chasing the £89.

Any advice or had similiar problems and overcome them ?

suethatcham

I also am having major probs with Virgin overcharging, then not responding to complaints. Worse is they never confirm anything by email or post after having agreed to refund me on the phone. I also have loads of bills that say one price, then I get charged something else. When an amount is in credit it never appears in my bank account. I think they should be investigated because I am at the point now where I am doing my selfemployed accounts and don't have bills to match what's come out of my bank account. The bills are also a nightmare to understand. Virgin likes to think it talks in a popular way ("stuff" and all that) but only they can understand their bills. I signed up for the 4 for £40 package 2 months ago and I'm still getting billed incorrectly. I worked out they owe a lot of money. I got cut off four times when talking to their call centre. They never responded to my email complaint. Since they took over from NTL their Broadband is also subject to regular interruption. Are they saving money by cutting us off regularly? I worked out if I have internet radio on I get cut off less, but its still really annoying because emails get "stuck" then I have to resend them. Get your act together Virgin and be customer-friendly.

darwin-rover

Apparently the best time to phone is between 10-11 .
Any overpayments with Direct Debit should be covered by the DD garauntee , just ask your bank to refund them .

When an amount is in credit it never appears in my bank account

It shouldnt . It will just get taken off your next bill .

normanmark

I've had some bill issues with Virgin for the last month however one phone call was all it took to someone in billing/accounts & it was sorted there and then! My advice would be to call between 2-3pm, thats what i did & got straight through!

Infidel

suethatcham wrote: »

I also am having major probs with Virgin overcharging, then not responding to complaints. Worse is they never confirm anything by email or post after having agreed to refund me on the phone. I also have loads of bills that say one price, then I get charged something else. When an amount is in credit it never appears in my bank account.

What is the deal with 'telephone contracts'? As it seems if they agree to something on the phone, when it goes wrong the 'telephone contract' is worthless.
Yet when they tie you down to a 12 month contract via a telephone conversation, that seems to be legally binding in their eyes.
Surely they can't have their cake and eat it.

Btw, i'm still waiting for an NTL refund that was agreed 9 months ago (on the telephone of course - grrrrrrrrrrr).