Virgin Media/NTL

bekc wrote: »

not sure Diamond78 but i have seen it on other threads on the forum. there was a long one about a landlady dispute a while back that had lots of info on it! (just ahd a quick look and i couldn't fins it but this must be covered on the site somewhere!)

I have a nother installment of my virgin media dispute!

After downloading the code of practice file from virgins website and reading the complaints proceedure i needed to send a second letter to the customer concern manager. this was done and sent on wednesday by recorded delivery. It said (obviously personal details and the attached letters have been removed!):

"Firstly may I say how utterly exasperated I am by this whole situation.

After five phone calls and a letter, I find myself forced into writing yet another letter while still in a tedious and extremely concerning situation.

Please read the copy of my letter dated 3rd January 2008 (attached).

Also please find a copy of the corresponding reply for yourselves dated 21st January 2008.

When the aforementioned letter from Virgin arrived I was very pleased with this outcome, thinking that the situation had been resolved satisfactorily and with reasonable compensation to that point.

However, I then received a letter from yourselves dated 26th January 2008 (copy is also attached). STILL demanding payment for an account that Virgin incorrectly set up and are STILL incorrectly billing me for. I called 150 from my landline home phone as soon as I opened the letter and asked them to see if both accounts are still operative. They are.

I am very disgruntled and feel that you are behaving in a truly incompetent fashion.

I deduce from the letter dated 26th January 2008 that the confirmation of ONLY the three for £30 package being operative was incorrect and dishonest.

I have already made an indemnity claim for the first £18 that Virgin took from my bank account for this incorrect broadband account without my permission. To do that I had to take the day off work and go into the bank. Then there are the numerous phone calls I have made and the time taken to make them. And now the time, effort and annoyance taken constructing another letter.

The earlier letters demanding the outstanding sum of money had a reminder on the bottom inferring that my credit rating would be affected by further non-payment. As such I am extremely concerned that my credit rating will be affect by this fiasco. I am very conscientious with bills and always ensure that they are paid in full on time to ensure there is no negative effect my credit rating and consequently my credit history.

I did NOT ask for the separate broadband account.

I did NOT ask to be involved in this farcical series of events.

I want this issue resolved.

The only package I wish to be charged for is the three for £30 package for which I subscribed in September 2007 and the associated costs of phone calls made from my landline.

I do not want to receive any more incorrect and insulting letters demanding I pay a sum of money that I am not responsible for.

I await confirmation in writing that this matter has been resolved fully and satisfactorily.

If I do not receive a satisfactory response then I feel I will have no option but to go to CISAS and also seek legal advice on the matter.

I await your response."

On thursday i came home to find my normal correct virgin bill and guess what...another letter demanding £19.60. this one entitled 'urgent action - final reminder'.

It basically said that if i didn't pay this would be classed as a default on payment and my credit rating would be affected. it also said that i would now be awaremy services had been suspended - how would i be aware they were not supplying me with the service for that account in the first place!

I had a long chat with my mum and my partner and decided to protect my future credit score, although i despised the thought of it, i would ring and pay the £19.60 and carry on with my complaint with a view to claiming the money back.

so on friday morning i called them on the 0800 number ont he letter and spoke to an english speaking (not an indian call centre!) man. i told a shortened version of the story and said as virgin were being completely incompetent i was protecting my credit score.

He was incredibly helpful. the first person yet. he explained i did not need to pay the money and what had happened was that the account had been closed but the account hadnt been credited to zero it and thats why the letters were still coming. he said he was sending an email (while i was ont eh phone) to the department that settels accoutns to sort it out.

I asked if the people dealing with my complaint would be able to see this and he said yes. i said can you make a ful note of this phone call including that i am feeling threatened and frightened by theses letters and he said yes.

I really really really hope this is the end of this situation. although i cant quite believe it at the moment.

I'll see what the reply to my second complaint letter is now.