Pensioner duped into changing TV package by Virgin Media and now stung with charges.

RNP100

Hi All,

I desperately need some help (sorry a long email), my father was "tricked" into signing a new contract with Virgin Media (VM)- he was advised by the sales person or other dept that he could get a reduction and maintain his current package.  He stressed that he did not want to downgrade any of his services and was reassured this wouldn't happen and as well as the lower price he would get broadband (not something he needed). 

He then discovered he had lost several channels and contacted VM around 19/3/21 who only THEN told him his old TV package was no longer available and he couldnt switch back to that package!  He had made it clear several times he didnt want to reduce his package and the new sales /customer service person did try to be helpful and offered to move him to the closet TV package in line with what he had (although he still ended up losing a number of channels).  He asked to make a complaint and was told by VM they will investigate and listen to the call etc, a complaint was made and resolution letter dated 3/5/21 was emailed stating the resolution as "package correction".

HOWEVER he has discovered only yesterday they he had incorrectly been moved from his phone package from Talk ANYTIME to TALK WEEKEND although he was again told he would be reset to his previous phone package and he stressed his landline was his only mode of communication from home so it was imperitive this wasn't affected. 

As an elderly pensioner, in lockdown and dealing with longterm health issues he has never had broadband and only discovered the NEW error today when checking his bank account, VM have taken £110 and will be taking a further £158 all as a result of calls made on the new Talk WEEKEND tariff.  He has spent the good part of yesterday trying to get the matter resolved and was put in more panic when the retention department offered no resolution and told him if he didnt pay he would be hit with additional charges and action!  He was then left with no option but to now take another package with even higher charges than he started with in order to get his phone package back - to me that is awful behavior by VM!

I'm really shocked at VM's behaviour and surely would expect them to apply some common sense, they acknowledge their failure in handling the switch in the complaint response "not being upto standard" and have made another error in then moving him to an incorrect tariff.   

Complaints seem to be met with the standard Virgin Media letters, they claim they have tried to contact us (but never have as we never get any missed calls or unknown numbers).

Thanks

RNP

PS I have left the names off the email of the people spoken to over the course of all this but have a long list if needed.

pbartlett

You can complain t Ofcom

Also this might help - the arbitration procedure. You need to quantify your financial losses

Taking VM to small claims court - Virgin Media Community - 4167020

PZ19

email Rachel.Barrass@virginmedia.co.uk with your complaint, hopefully she will pass it on to her executive team. She is the head of customer service