Virgin Media Billed Incorrectly

Samsung_Note2

Assuming this is in correct area..whilist its a long winded moan/explanation of whats happend the crux is Virgin have update credit file incorrectly and dont see its an issue.

Long angry post but hopefully will make sense.

I give notice as im sick of paying £40.10 a month just for Internet...dont use TV and Phone hasnt been used for 18 months (dont even have a phone lol).

Retention's call after about 10 days and assure me things will be different,give her a long list of reasons why im off to Sky and she even says how terrible the service has been...then offers,50% off final bill (so thats £20 for June) and £0.00 for July and then £18.25 per month August onward.

Ok as long as its as agreed i"ll stay.

Hmm just get turned down for credit card..check Credit file and late payment marker,hang on thats impossible all direct debits have plenty of cash in that account to cover them,check virgin bill and instead of being £0.00 as its been paid via direct debit its £81.30.

You"ll love this bit...

Virgin have debited my account £20 as agreed,then computer says ive only paid part payment and triggers late payment...someone corrects the late payment charge and credits back the £10,im unaware of any of this.

Computer then thinks ive ONLY paid £10 and then adds £30 onto the original bill...only the original bill pre contract termination was £40.10,NOT the £53.10 the computer thinks it is.

So i call from my Mobile as at work...assuming its a quick and easy matter to sort out...spend 20 mins talking to Philippines and im told "The late marker wouldn't make any difference to your CRA we get this quite a lot and i deal with this all the time"...ok thats got me worried as this Filipino hasn't a clue,asked to be transfer to UK as its getting complicated,UK chap (odd how they can transfer to uk when it suits them lol) after 15 mins says billing says account is correct amount...i explain very clearly thats impossible, because XYZ (Original outbound deal call was recorded for this very reason and bank statements show correct amounts leaving on correct dates)...and its really simple...No No No your account is correct and will be debited on July.

Ok so were now getting onto an Hour and 30 mins...transfer...can i have your details (christ alive been transferd and no notes and no idea of the issue)...go through it all again and surprise surprise,oh dont worry i"ll sort it...not a big deal.

Only the late marker on credit file is..no no no that will go in a few days chap says,only it wont and can take up to 2 months to be reported once in the system it wont be deleted until it shows up and gets flagged.

Well these things happen im told...oh and tell you what sir heres £20 off your bill for August as we have failed you and as a gesture of goodwill i"ll clear your account balance,ummm would that be the account balance that should be zero as ive paid it in full..!!!

Yes i"ll get that sorted for you...at this point im loosing the plot,been on Mobile 2 hours plus...been told late marker on Credit file isnt an issue..and he will generously wipe my bill,thats the bill thats already been paid in FULL as a gesture of good will.

Then told Virgin have done nothing wrong (he even said that without laughing) and i cant make a complaint officaly until the system has worked out whats happend and what needs to be done to even out the account.

Phoned today for an update and was told a deadlock letter has been issued by CEO office and i can now take my complaint to CISAS.

So im a bit lost here...Virgin have completely messed up my billing,very easy to prove as have bills/direct debits and recorded phone calls and yet they say that a £20 gesture of goodwill is enough to cover all the mistakes.

When i say mistakes im talking about the intialy incorrect bill...the markers on CRA..the 2 hours plus on the phone and the hassle its going to cuase now having to take it to CISAS.

Maybe im just unreasonable...:(

[Deleted User]

Is there a summarised version available?

Samsung_Note2

Deleted_User wrote: »

Is there a summarised version available?

Yes virgin incorrectly billed me...then computerized billing system added late/partial payment flag on account,then added £10 late payment fee,then that was manually corrected.

Computer then thinks ive under payed even more and i end up with late payment marker on credit file.

I wasnt aware of any of this until failed credit check...then looked into who could be resonable and found Virgin"s mess.

Long convo with Virgin and was told "These things happen dont worry".

Deadlock letter been sent as they dont feel its a big deal.

All bills paid in full with proof...hope thats a surmised enough.

ScaredWitless

If your unhappy, Tom Mockridge is the CEO for Virgin Media.

You can contact him at the following: tom.mockridge@virginmedia.co.uk.

I left them due to the fact they admitted they broke contract by not fixing my broadband issues by a certain date.

Samsung_Note2

Guys ive had the deadlock letter today and its quite amazing.

They state they have a Legal Duty to correctly update my credit file...well thats all well and good,but ive proven without doubt they have done the complete opposite.

They have updated it with false information thats easily view and verified...does that mean they have acted Illegal,knowing the information they supplied was false.

To cap it off today after recieving the dead lock letter..ive phoned to query something and a chap has got quite shirty and stated that my credit file would be ruined by the 40 previous missed payments made over the last seven years,last one being in Feb this year.

Damn odd that ive printed off every direct debit for the last couple of years....so either he was spouting complete tosh or they have previously updated my CRA incorrectly.

Candyapple

Samsung_Note2 wrote: »

I give notice as im sick of paying £40.10 a month just for Internet...dont use TV and Phone hasnt been used for 18 months (dont even have a phone lol).

Were you still in contract period with Virgin when you did this?

Samsung_Note2 wrote: »

Retention's call after about 10 days and assure me things will be different,give her a long list of reasons why im off to Sky and she even says how terrible the service has been...then offers,50% off final bill (so thats £20 for June) and £0.00 for July and then £18.25 per month August onward.

If the offer was 50% off your final bill (you said June), why the ongoing cost of £18.25 per month August onwards? I thought you were going with Sky and that call was to close/cancel your Virgin account?

Samsung_Note2

Candyapple wrote: »

Were you still in contract period with Virgin when you did this?





If the offer was 50% off your final bill (you said June), why the ongoing cost of £18.25 per month August onwards? I thought you were going with Sky and that call was to close/cancel your Virgin account?

Sorry for the late reply.

I was out of contract,so just a monthly rolling contract...so 30 days notice given.

The outbound team (the one you don't call they call you) phoned and offered the 50% off final bill making it £20 payable with July free and if i stayed then they would do the next 12 months at £18.25 from August.

All pretty simple stuff...so called SKY and canceled as was still in cooling off period,until VIRGIN stated that the above was nonsense and they had reviewed the call...hmm my phone records all calls and i typed word for word the offer,the Ombudsman which i sent a copy of the call,agreed that it was as id stated and Virgin was talking nonsense and recommendations were made to alter certain practices.

Result was Virgin was ordered to update my credit file..write a letter of apology and pay me £250 which was slightly higher than the £20 off bill they offered.

Shakin_Steve

Well done for sticking with it. Some of these so-called customer service people will just say anything to get you off the phone. I think £250 is nothing for the stress you have been put through. Imagine if you’d have been in the middle of a mortgage application.

Samsung_Note2

Shakin_Steve wrote: »

Well done for sticking with it. Some of these so-called customer service people will just say anything to get you off the phone. I think £250 is nothing for the stress you have been put through. Imagine if you’d have been in the middle of a mortgage application.

Indeed they do..i was told by the customer service lady based in Philippines that the credit file update wouldn't effect me and i shouldn't worry as they do them all the time.

Had to repeatedly explain yes it would in the UK..wouldn't in the Philippines as they don't have same system as us.

The bit that really made me angry was stating that Virgin have a legal obligation to update the credit file with a true account of how account was run..and after extensive investigation they found they were reporting correctly and i was in the wrong for not making contractual payments.

Then the best bit was they tried to bull !!!!! the obudsman with how i was in the wrong as no offer was made after a full and thorough investigation, as id stated and the double priced bill was made up of monthly amount minus various discounts that had been applied and how accounts are in 30 day arrears etc,all very plausible...right until the point the conversation is listen to that says very very clearly...exactly what id stated...opps..lol

Even the figures Virgin supplied did not add up to £83.10...was about £20 short,so really sloppy from Virgins side of things.

To cap it all off they said as id had historic late payments (admittedly not for several years) they didn't see any reason why they should remove this late/non payment marker....honestly you couldn't have made it up.

Id love a Virgin rep to come and try and defend there shambles.