Getting charges back

Sncjw

Virgin media your a pain in the !!!!. I go Over my data with no warning to say I have. I complain to them via twitter and here. They say they can't garuntee to be sent out warnings.

I look online and see that they always send a text at 75%, 95% and 100% usage. However I did not get any of these at all. They are saying it's an automated thing to send texts but I keep saying I didn't get the texts yet they are saying there is other ways to check.

What's the point in saying you always send it when the person doesn't get any texts at all.

I am not happy to have these charges when I wasn't warned and they state they always send them.

They are saying that my sim could be out the phone which is wrong as I got text about refresh of allowance this morning.

KeithP

As you are not asking for any help, perhaps this should be on the Praise, Vent and Warnings board.

Anyway that aside, I guess you read this on the Virgin Media website:

What Happens when I exceed my allowance?

Don’t worry, we’ll send you a helpful notification by email or SMS when you reach each of the following data allowance thresholds:-

1. When you have used 80% of your data allowance
2. When you have used 90% of your data allowance
3. When you have exceeded your data allowance

Although the figures are different to those you mention.


Further down the same page it says:

Receiving allowance notifications

If you want to update where we send your allowance notifications, or if you’re not receiving them, give our team a call on 150 from your Virgin Media phone or mobile, or 0345 454 1111* from any other phone.

Sncjw

Sorry I ment to ask if I could get them back.

That's the proof I sent them but they say they are always sent but I never got them to warn me

DoaM

How are you paying? Direct debit?

Technically Virgin are in breach of contract ... unless there's some small print somewhere that says the notification texts aren't guaranteed.

Do the texts come from a different Virgin number than, say, the allowance refresh texts? If yes, check you haven't inadvertently blocked that number.

KeithP

Sncjw wrote: »

Sorry I ment to ask if I could get them back.

That's the proof I sent them but they say they are always sent but I never got them to warn me

Well reading those bits I quoted earlier, it suggests to me that that there are other places that they can send these notifications. Email is mentioned. Check your email spam folder.

Ultimately, you have used more data that you have paid for.
Why shouldn't you pay for that extra usage?

Sncjw

I have called them and told them of this issue but they used the can't garuntee thing.

They have refunded the charges.

I have told them they should add on the website the bit about can't garuntee the text even though it says always.

I feel if I was warned that my usage as coming to end I would have switched my data off

Sncjw

I pay via direct debit yes.

I was checking my account and saw it was over charged.

Sncjw

I am loyal customer been with them for years now and haven't had any major issues other than this

KeithP

Sncjw wrote: »

I have called them and told them of this issue but they used the can't garuntee thing.

They have refunded the charges.

I have told them they should add on the website the bit about can't garuntee the text even though it says always.

I feel if I was warned that my usage as coming to end I would have switched my data off

Just one quick question... where does it say 'always'?

I can't see 'always' on the page mentioned and you have already wrongly quoted the percentage thresholds.

Sncjw

What if I go over my data allowance?
Text alerts
We’ll always give you a friendly text before you get too close to your limit when you’ve used 75% of your data, 95%, and then 100%.


http://store.virginmedia.com/virgin-media-mobile/sim-only/pay-monthly-sim.html

Sncjw

You have broadband . I'm talking about mobile.sorry if that was not clear.