Awful Virgin Media Customer Services/ Illegal Contract Issues

AntJar

I'm wondering if anyone can help. I have had an awful time trying to get help via chat and over the phone. There is very deliberate obfuscation here and I don't know how to get someone senior at Virgin to acknowledge that their customer service is not fit for purpose. 

I accepted an offer to stay with Virgin for a better price on my Big Bundle (£29 a month). I did this via an email link and got a message saying I would receive an email with the new contract within 24 hrs which didn't arrive. I then got a disconnection notification so contacted their chat function and was assured that the new deal was lodged and I would NOT be cut off. Of course I was then cut off. As an NHS keyworker, working from home, this was an issue- so I called to complain and they said that they had to re-activate the account (which they did). I asked if this would be with the deal I accepted and they said they had to get the account back online first and to call back. I did- and was told to wait for the first bill. The bill arrived but was for £62 a month with a lot of additional charges for 'changes' which I hadn't made. I have been sent around the houses so many times with their chat but they won't honour the original agreement now and I keep being passed around and then dropped by exceptionally poor customer service. I have supplied evidence of my offer and acceptance numerous times but even then Virgin won't accept their error (two of the Chats I have had have actually agreed with me but not done anything about it).

I've lodged two complaints with them and both times I received an email saying that they had contacted me (which they HAD  NOT) and that the complaint was closed. No way to discuss this is offered- so it's back to square one.

I've lodged a complaint with CICAS now, but I'm not sure if I should cancel my direct debit before it comes out in the hopes that this will prompt Virgin to look properly at this properly. I suspect that this will eventually lead to debt collectors being called.

I'm so appaled by Virgin over this- I just want to leave now but they are saying I have 17 months left of my contract (a contract they they created without my consent - no emails were sent to notify me of this for which I could have used a cooling off period to cancel).

Just awful from Virgin on so many levels.

PZ19

Try email to executiveteam@virginmedia.co.uk They helped me out on contract issue last year.

78daniel

hi,  have you had any luck contacting them again.

i am having exactly the same problem as you, really regret renewing contract,

was on watsapp chat with them from 8.30 a.m. until 7 p.m. , wasted all my day , advisors agreed mistakes had been made. and i am still waiting for  a call from the complaints team , since two weeks .
was told i would be contacted within 5 days.

i am at my wits end as they have taken money out of my account and double billed me.

i have same problems when phoning them , being passed to different departments , having to explain the same issue over and over again, then after all this , the call is ended mid-way without any resolve.

i am now going to write to them and send by registered delivery, hoping for some response.

otlondon

Sorry to hear this Antjar. Just noticed that Virgin has increased my monthly bill from £45 to £49 without notifying me. They did this to me before, when I had renewed a contract with them, they increased it without notifying me. I previously complained but didn't get anywhere and eventually renewed for a lower amount. I have complained this time and stated they need to tell me if there is an increase and also that as I had an 18 month contract at the agreed rate from November 2021,  I am therefore out of contract unless they reduce my bill back to the contracted amount. Am I correct?

anotheruser

Simply ask them to prove the contract was made.
They should be able to send you the recording or something to show you agreed and they read out certain terms to you.
They won't be able to so you're free to leave.

But do not cancel the DD as that can mess up your credit.