What is wrong with Virgin Media?

Badger_Lady

G47 wrote: »

The first bill from VM will be nearly double the actual amount

Thanks G47 - I accepted this on the first payment (despite the lack of an itemised bill), but when the 2nd and 3rd payments were also more than double, and the 4th more than 10 times the expected amount, alarm bells started ringing!

Everyone, thank you so much for your advice... last night, I posted my detailed letter recorded delivery and this morning I emailed a copy to Neil Berkett. Fingers crossed for a speedy response .

I will have to speak to my bank about the charges - unfortunately, they have seen fit to add additional online security without warning me, so I find that from today I'm locked out of my account :rolleyes: .

That's very interesting about the Direct Debit guarantee... but do you think I'll be too late to avoid the charges now? I actually transfered enough money from my PayPal account yesterday (which of course takes 5 days to clear) and, as a desperate measure, withdrew the cash on my credit card and ran into the bank 5 mins before closing time to pay it in - the lady at the desk said it was too late to be credited same-day (it's CASH !!!!!!! :mad: ).

Badger_Lady

Blimey, Mr Berkett responded within 2 minutes to apologise and say that he's passing my email to someone in his office!!!

Badger_Lady

Just had a call from a chap in the Chief Exec's office, who started to go through my billing...

He says I have been on 2 for £20, but there have been other miscellaneous charges that have added up... so far, we've found £25 that he's agreed to refund, but then we both got confused about the latest bill so he's going to call me back in a minute...

mrseyes

I'll tell you the truth. I don't really understand my bill at all. I rang them to explain me what all this figures mean and even after they explained to me I don't understand... The December paper bill says this:

On page one

Service charge £52.12 (don't know what service charge)
Telephone usage charges £29.54
Amount due £81.66

On page 2

Bill brought forward £0.00
Previous Bill balance £71.83

On page 3

Total service charge £52.12
Refund & adjustment £1.67 (don’t know what’s this all about)
Advance charges £50.45 date 9/1/08-8/02/08 (telephone line rental £11.00)
(Talk evening and weekends £3.45)
(Phone, TV, Bb Bundle Saving -£10)
(Fully itemised billing £1.00)
(Tv, size XL £20.50)
(Movies4, Movies5, Sport 1&3, 2 &3
£25.00)

On page 4

Telephone usage £29.54
Call charges £25.14
VAT £4.40

Rest of pages have items telephone calls.

In addition £18 for broadband taken every month (this does not on paper bill above)

So I wouldn't even know if i have been overchared/undercharged.

d123

Badger_Lady wrote: »

Just had a call from a chap in the Chief Exec's office, who started to go through my billing...

He says I have been on 2 for £20, but there have been other miscellaneous charges that have added up... so far, we've found £25 that he's agreed to refund, but then we both got confused about the latest bill so he's going to call me back in a minute...

Glad to hear it's being sorted, don't forget to mention the possibility of you getting bank charges when they do admit to the mistake of the £200 bill.

Badger_Lady

Blimey, that's so confusing!

Do you think it seems right? That means you're paying £70 a month (plus call charges) for telephone, TV and broadband..?

Update to my call just now - CEO man called back and is crediting my account with £55, plus he has ensured that I am in future charged the correct amount. So I'm happy now (as long as the bills tally up when they finally arrive!).

Thanks all - what a great forum :-D