Are Virgin Media Scammers?

JJ_Egan

As you post its an error not a scam .

asacarter

julieelizabeth_2 said:

I’ve had many issues with virgin like this including adding sky sports onto my account when I don’t even like sport. Cant get a response or a reply via email/Twitter

From my experience with them it seems they take it upon themselves to issue new contracts without any knowledge or consent from the customer. 

It seems as though there is a culture of issuing new contracts for any reason. Could this be because the staff are on a commission based income or bonus for creating new contracts?

From their attitude on the phone, their customer service attitude says is "the customer is always wrong because the computer says so".

In my last call I literally called up to complain that a contract had been created without my knowledge to fix a billing issue and it had extended my minimum contract by a month. His solution was to issue me another min 18 contract "as a gesture of good will" (thereby extending it by 2 months). The idiocracy of these people astounds me.

asacarter

Chino said:

Blackbeard_of_Perranporth said:

Your contract was for £39 and this is what they billed, I do not get where you thought it was otherwise!

You could usefully explain your thinking behind this because, apparently, "On the 21st December they took £59 from my account ".

The first month is paid a month in advance. Therefore the pro-rated amount due on the 21st was supposed to be £26.33.
They took £59.00.

m-holland

The fact that they took exactly £20 more than what they said your monthly contracted price would be sounds like a setup fee to me. Did you make any changes to your package at the same time?

HampshireH

Your statement should show a breakdown of what these costs were for for the £59.00?

asacarter

m-holland said:

The fact that they took exactly £20 more than what they said your monthly contracted price would be sounds like a setup fee to me. Did you make any changes to your package at the same time?

I've been a customer for 12 months. They said it was because they did not have time to change the direct debit details. Yet they had just under a month to update the details. So they obviously just didn't do it.

asacarter

HampshireH said:

Your statement should show a breakdown of what these costs were for for the £59.00?

It just says package price. The £59 is the price my contract would have increased to had I not renewed my contract in the previous month. After renewing my contract they didn't change the direct debit details despite having more than 3 weeks to do so.

asacarter

Received £195 compensation and an apology from Virgin Media for their series of errors.
This was only after complaining to the adjudicator though.

PZ19

Well done did you get anywhere with the Executive team email I posted?  They were very quick to sort me out when I dealt with them.

asacarter

No I didn’t end up trying it. I couldn’t really get through to anyone at virgin and my complaint went unanswered. Their own complaint policy states that I should be connected to a manager to escalate a complaint but they refused to connect me to anyone.