Virgin Media overcharging since the beginning of contract and unable to get any response

rmunton

Hi,
I began a Fibre broadband contract with VM in early February, having seen a good offer for this via MoneySavingExpert. The contract was clear as to what I should be charged, but as soon as I became a customer, they have applied the standard monthly rate to my account, which is virtually double the monthly contract cost.
I had a live chat with them early February where we agreed a path forward to resolve this, but no action was taken to effect this resolution.
I then had a phone conversation with them early March when again we agreed a path forward to resolve, but again this was not followed up.
I have now lodged a complaint with VM on the 6th of April, but as of yet have not even had it acknowledged.
I'd appreciate any tips/guidance on how to get action from Virgin Media with regard to this overcharging and how to get them to actually respond in a positive manner.
Thanks in advance

JJ_Egan

VM like  many are in part lockdown so you may have to wait .

Bradden

How dare they! This man needs his bill sorted. 

[Deleted User]

rmunton said:

I have now lodged a complaint with VM on the 6th of April, but as of yet have not even had it acknowledged.

You complained well into the lockdown period and I sincerely doubt anyone will be available to even read your complaint until staffing levels return to normal. 

Like all telcos, the staff  still available  are prioritising vulnerable customers and it's  going to be a frustrating experience attempting to contact Virgin  for anything otherwise while the National Emergency persists.