25p alert text a day from Virgin Trains wont stop !

abc123456

unholyangel wrote: »

Have you told them you want reimbursed for the additional charges over and above their advertised charges?

Sounds like there has been a problem with the confirmation text.

I take it you have tried re-registering and it tells you the email address is already registered?

Have you put your complaint in writing to their freepost address?

Yes, I have told them that I need reimbursed.

I only use the one email address and that is the one I used to set up the alerts. When I input that address , it returns as "Invalid Password or email address". When I use the "Forgotten password" feature, it never returns any "link to reset".
If I try to say I am a new customer (ie re-register), that email addresss takes me to their registration page.
That appears to be the problem...I registered with my email address to set up the alerts, but their system does not recognise that I am already a customer with that email address.

A few days ago, I sent a further email complaint, but have heard nothing back.... I will now send a written letter of complaint as suggested. Thanks

unholyangel

abc123456 wrote: »

Yes, I have told them that I need reimbursed.

I only use the one email address and that is the one I used to set up the alerts. When I input that address , it returns as "Invalid Password or email address". When I use the "Forgotten password" feature, it never returns any "link to reset".
If I try to say I am a new customer (ie re-register), that email addresss takes me to their registration page.
That appears to be the problem...I registered with my email address to set up the alerts, but their system does not recognise that I am already a customer with that email address.

A few days ago, I sent a further email complaint, but have heard nothing back.... I will now send a written letter of complaint as suggested. Thanks

Is it possible a typo was made in the email address? Just it sounds like a similar problem I had after registering with virgin media for e-billing, their rep had placed a double L when there should have been only one.

Just trying to think of all possibilities.

Have they agreed to reimburse you? If not, have they given a reason why?

A letter should hopefully yield better results - I've found frontline staff can hinder rather than help - usually not intentionally and just because they only know company policy. Perfectly adequate if you only want to pay your bill or the likes, but just can't seem to grasp anything that they haven't specifically been trained for.

Just keep your letter simple. No more than a couple of paragraphs (about half a sheet of a4). On x date signed up to their service using xxx email and xxxx phone number. Confirmation text is glitched and you are being billed 25p a day for each one received. Nor are you able to log into your online account. You would like them to 1) stop future texts and 2) reimburse you for the additional costs incurred in excess of what their T&C's stipulated (which will be how many day its been x 25p).

Include a copy of your bill highlighting the charges on a separate piece of paper if you wish.

abc123456

unholyangel wrote: »

Is it possible a typo was made in the email address? Just it sounds like a similar problem I had after registering with virgin media for e-billing, their rep had placed a double L when there should have been only one.

No, the email address was accurate and auto filled using Chrome, so no errors there.

I will follow your advice re the letter. Thanks very much for your very helpful advice.

I will update this post when I get a result.

Thanks again.

bod1467

unholyangel wrote: »

Include a copy of your bill highlighting the charges on a separate piece of paper if you wish.

This.

I presume you've seen your bill to confirm these 25p texts are actually being charged?

unholyangel

bod1467 wrote: »

This.

I presume you've seen your bill to confirm these 25p texts are actually being charged?

I was assuming they are as OP earlier said:

abc123456 wrote: »

I am being charged 25p a time, these being 64950 numbers and it appears on my phone bill.