Virgin Media~Big Bills.

gooseh

Gday all,

Been a VM/NTL/Cable&Wireless customer for about 10 years now, through thick and thin, mostly pretty thin, but since I have pretty much always had certain deals/reductions on my monthly subscriptions I reckon I have done mostly OK, that is until now.

Last year I called to arrange an increase to my broadband speed and later a V+ box. Had a lengthy discussion with a guy from retentions who came up with a deal for @ £58 a month, for which I got 10-20MB broadband, free weekend calls on my phone, and a large TV package with the Sky Sports pack. That is what I agreed to, nothing more and nothing less. I remember it very very well.

I do recall the guy saying that broadband would be billed separately (having previously been all on one bill) but since my paper bill came through the door at @ the £58 mark, save a bit more for On Demand films/phone calls etc I didn't really question it.

Now having done an audit of my joint account from which our bills are paid I see that in addition to my monthly bill I know I am paying i.e the £58, Virgin are also withdrawing £37 (my separately billed broadband apparently) and another £25 (what's termed a 'ghost account' by the bods at VM, a euphemism for we f*cked up basically)

So the £58/month all in deal is actually costing me £120, and has been since May last year, no wonder the wife was wondering where all our money went.

Now I may be stupid for not checking my statements but when I call Virgin retentions I do so to get a reduction to my monthly bill, not an increase. I would never have agreed and did not agree to pay £58 + £37 for what they were offering me, especially since the VIP pack, which would have added Movies & 24/7 free calls & International calls could be had for £85, £10 less a month.

Aside from my monthly paper bill, I don't get bills or statements for these deductions, nor have I received e-mails telling me this money is being taken, the 'ghost account' I have mentioned at least twice in previous calls to VM, but continues to be withdrawn from my account (I have now cancelled the DDs)

Naturally, there 'are no records' of any agreements/deals I have made and the suggestion that I certainly wouldn't have agreed to pay £95 a month (not including the 'ghost') for a package with less on it than one for £85 a month one are met with mumbles and 'well you must have'. I didn't, simple as that. The man told me it was £58 all in, including broadband.

So now I have to start writing letters to try and claim my money back, It's a long letter and I fear a short reply. This is their mistake not mine, what chance I get them to admit it?

*Rant over*

Thanks.

setmefree2

Hi,

I see you are a newbie. Sorry you have had such a hard time with VM. Hope you manage to sort it all out....It's great that you've joined MSE, I'm sure it will help you lots of money.

Good Luck:money:

darwin-rover

Reclaim under the Direct Debit Guarantee ?