Virgin Media overcharging me

PeedleJaydle

Hello, hope everyone is doing ok. Some advice please. 

Last October I called to ask for a speed increase and they said if I changed my ultimate sim over to O2 they could give me the speed boost I wanted. They assured me that it would be no new contract and it would save me £25 a month. A couple of months into the contract I noticed it wasn’t £25 less at all and I emailed the CEO email and got the usual escalations team who told me in no uncertain terms I was wrong and wasn’t meant to be £25 less. Fast forward to now, I called to say I wanted a much better deal or I was going, and was told I did start a new 18 month contract last year and even if the person didn’t tell me the email would have. She did admit though it was in my notes all along that the discount wasn’t apply to be applied so rather than telling me they just didn’t take it off. She told me the over £200 would be in my account in the next couple of days. 

After a few days I called to say when is it coming and now am told it would form a credit on my account, is there any customer law I can quote to say this is not acceptable please? Also I now see the contract went to my old not active email address despite changing my contact email years ago. I can just declare my contract nil and void now can’t it?

many thanks 

PJ

visidigi

No you cant declare it null and void. Especially not after using the service for so long.

You can have the credit applied to the account and if you successfully leave and close they would return the outstanding balance to you. At the end of the day if they provide the credit you are getting the price you agreed originally, not paying any more for it, albeit not getting monthly rate you expected up front (but you will now have a month or two without a payment.

TripleH

We had a long nightmare battle with Virgin media.

We signed up for a package in store but got overcharged. We rang up / did online chat and went to the store for help. The issue would get corrected 1 month and revert back the next. It was sorted eventually but we won't be racing back to them.