BEWARE - VIRGIN MEDIA - Never sign up for Direct debit

RadoJo

I have had similar problems - after offering me a deal to stay with them when I fully intended to leave, they then started taking apparently random amounts from my account. When I called to query, they said they 'couldn't' refund the money back in to my bank account, but they would keep it in credit in my Virgin account (I know this is not acceptable, but by this point, I just wanted them to acknoledge the problem).

They then failed to send me bills in the months where my 'credit' covered the entire amount - not sure of the legality of this - and when I called they actually asked 'Why do you need the bills if the payment has been covered?'. I explained that I still wanted to know how much has been paid and for what, and lo and behold, when they sent copies of the missing bills, they were all wrong too!

I finally spoke to someone higher up in the chain (after hours on the phone to them) who said that the original deal I had been offered was not available! After several more frustrating conversations, I am thoroughly sick of them, and the latest revelation that they are going to start charging for phone calls by rounding them UP to the nearest minute is the last straw for me - we will be leaving them and hopefully finding a company with a modicum of pride in what they do - any suggestions gratefully received...!

JohalaReewi

Infidel wrote: »

Here is a warning, never sign over your account details (pay by direct debit) to companies like this with such shocking customer services. As it gives them complete control to take whatever money they decide from your account.
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Direct Debit is the safest way to make regular payments because you can get unauthorised payments refunded by your bank (they are liable for dodgy companies taking your money). However, you do not get this protection with Debit cards or Credit cards so avoid these for regular payments.

Then upon receiving my end of the month bank statement i notice they creamed a mysterious £36 extra out of my account this month for no reason.

If any company takes money from your account by direct debit they must notify you in advance of how much, and when it will be taken. At least 10 days notice is considered reasonable. If they take too much, or take it too early, or don't tell you at all, then contact your own BANK for a full and immediate (within 24 hours) refund under the direct debit guarantee scheme. Some naughty banks may try to wriggle out of their obligations by saying you have to contact company xyz or wait until they have got the money back themselves. This is plain wrong so stand your ground and make sure you speak to the person at your bank who is experienced in the DD guarantee scheme.

C_Ronaldo

Im signed up for a direct debit for VM and ive not had any problems so dont say to not sign up when it could be just you with the problem

natters_2

never had any problems with DD's so far - but completely lost my internet for 4 days last week - then I find out their "helpline" charges you 25p a minute plus a 10p connection charge - a complete rip off! - also any of you thinking of cancelling your DD remember that they will charge you an extra £5 a month for any other payment method you use.