What to do about Virgin Media reneging on credit?

marcosscriven

I have broadband with Virgin Media, and have a billing issue I can't seem to get sorted with them. Here's the events;

1. 31st May - VM offer me £50 credit, and reduce my next DD by the same
2. 1st Jul - VM Charge me £50 less by DD, but only credit £25
3. They then charge me £10 late fee, even though it was their choice how much to take by DD
4. They say they only see £25 offered on system, and refuse to acknowledge why they reduced the DD by £50
5. They refuse to review their recording
6. They refuse to let me supply them with my own recording

At my wits end here - stuck on the phone for hours, and they just don't seem to be helping - any ideas what I can do please?

If they're wasting my time like this, is there anything I can do to recompense that too?

JasperAlex

I sympathise with you - Virgin got my bills wrong 6 months in a row and I had to repeatedly call them up about the same issue. Most of them don't have a clue about their own billing system and everything has to be spelt out to them in black and white. Also the retentions team have blatantly lied to me year on year re contracts.

I suggest when you call, to escalate the complaint to their supervisor who should call you back within an hour or so. If you've already done so, you can email the CEO - this can be easily found via google. Someone should call you back the next day and offer you an extra credit of around £50.

In future I suggest you record your phone calls to them and also make them read out their own notes to you over the phone, I've learnt the hard way!

[Deleted User]

JasperAlex wrote: »

In future I suggest you record your phone calls to them and also make them read out their own notes to you over the phone, I've learnt the hard way!

You have to advise them that you're recording the call and they're well within their rights to drop the call. If you don't tell them then the recording is of no use whatsoever.

marcosscriven

The notification requirement I agree with, though it doesn't seem fair they won't allow you to record it.

I know there's always the argument to take your business elsewhere, but there are consumer protections in other areas as businesses often need such prompting, and this would seem a good way to ensure customers by law can record what has been agreed, to avoid cirucmstances like this.

I would point out that I did ask the rep for permission to record in the recording, but they still didn't want to hear it back. They also refused to review their own recording.