Virgin Media complaint - never received handset but continue to charge me!

GlassSlipper

Hi everyone, 

I tried to upgrade my handset in August 2019 (yes TWO years ago), gave my delivery address in writing but which was recorded incorrectly.  I informed them as soon as I received the email confirmation and was told I wasn't able to update the address until a first attempted delivery was made.  Despite being told I would receive the handset next day delivery, 7 days later I received an email to say it has been delivered.  I was not in receipt of the handset and so I opened an investigation with Yodel, the delivery provider, but they were unable to provide me with the location of the delivery van nor the signature of the recipient.  I actively call Virgin Media who now tell me they will handle the investigation.  After getting nowhere with either company I ask Virgin Media to cancel my upgrade which they confirmed.  However, they proceeding to take £100 in total from my account without my consent in relation to the handset I did not receive and cancelled.  And have continued to send me invoices and now debt collections letters despite my logging complaints with Virgin Media and the Financial Ombudsman.  I am still actively trying to get a resolution from Virgin Media two years later!  Any advice on where I can escalate this to? (Financial Ombudsman responded to say they do not deal with complaints of this nature, despite Virgin Media instructing me to contact them).  I would like the complaint resolved, to stop receiving Notice of Sums in Arrears letters (now for hundreds of pounds), and to have my £100 refunded.  It has taken hours and hours of my time, and is hugely distressing! 

Thanks in advance. 

jnm21

When you say in writing, how was that?  Website?

I feel your pain - it is a terrible story & unfortunately goes to confirm my suspicion that many big companies have a 'we have got your money, you get it back if you can'.

My best suggestion is that you insist that they record "ALL MONIES DUE ON THIS ACCOUNT ARE UNDER DISPUTE" - I believe that this has some legal standing.  I have had very little luck with complaints to VM.

How did they take the £100?

Good luck.

GlassSlipper

Hi jnm21, yes I used the instant chat services on their website, which I saved a copy of. So I have proof that they recorded the delivery address incorrectly. 

Thanks for the wording, that's useful and something I will do immediately. I have a track record of all of our interactions to do and their lack of response to the investigation yet continue to send letters demanding fees I do not owe. 

They took the £100 as I had a previous credit agreement with them for the handset I was upgrading on, so I had a direct debit with them.  I continued to pay for the current handset and they took the £100 over and above this.  Needless to say after that I cancelled by DD and my existing contract and moved to a new provider. 

Thanks again - will continue to persevere!  

jnm21

If you are confident of all your facts, use the DD guarantee to reclaim the £100.

Good luck.