Virgin Media not recorded upgrade call

sp2013

Hi All,
Wonder if anyone can help please.
I upgraded to unlimited calls 3wks ago via Customer services. I received my latest bill which is 3 times higher than normal as the upgrade was not logged. Speaking with CS they said theres no call logged for the upgrade and can't refund the money. It's been escalated which didnt help and said the same thing but I know I called and spoke to someone from landline and was on speaker as parents were listening. CS said they cant provide me all outbound call lists unless i go to the police and make it a legal issue. 
What are my options now please?

cranford

Ask VM to add unlimited calls. Then keep checking your online account to make sure they have done it. When they have make lots of any time calls.

sp2013

cranford said:

Ask VM to add unlimited calls. Then keep checking your online account to make sure they have done it. When they have make lots of any time calls.

Thanks...but I already called VM to add on unlimited calls 3 wks back but never added it onto the account...and now landed with a sky high bill.

dcfc67

When I joined VM after it was installed I didn't get what I was promised, Complained to customer services and asked for a copy of the call log (my contract) Was told it takes up to 45 days to get this info, cooling off period is 14 days to I cancelled VM 4 days after signing up,

Can you ditch them and move to another company.

You must be able to get hold of the call details you made so I would use that as a starting point, ask for a letter of deadlock so you can take this to CISAS (arbitration service)

sp2013

dcfc67 said:

When I joined VM after it was installed I didn't get what I was promised, Complained to customer services and asked for a copy of the call log (my contract) Was told it takes up to 45 days to get this info, cooling off period is 14 days to I cancelled VM 4 days after signing up,

Can you ditch them and move to another company.

You must be able to get hold of the call details you made so I would use that as a starting point, ask for a letter of deadlock so you can take this to CISAS (arbitration service)

Been with VM for a few months now. Have emailed the CEO (got address from google). As with the call logs they said they cant provide all call logs unless it's a legal dispute and I'll need to go to the Police to start this process. They said I've not called VM for the upgrade...I know I called them and the phone carrier should have this logged somewhere...I'll ask them for the letter of deadlock and take this further. It's my word against theirs.