Complaint

0
tara holbrook
Country: United Kingdom
We are very upset to hear from our bank account that there has been charges occurred due to virgin mistakes. Therefore these charges have also took my account overdrawn. We have had a similar problem with you previously, when you took the installation charge off our debit card, though we phoned before to cancel out account. This took a few phone calls to resolve.

Since we spoke on Saturday we have also received a letter from yourself as we have cancelled your direct debit with our bank. The letter was asking for a new payment method. This proves our account is still live and should’ve been cancelled from the start.
I rang last night to amend this mistake. We then are paying for the telephone calls to amend your mistakes. It took a while on the phone to amend as your systems were advising I had broadband installed!!!.

A direct debit from Virgin media has tried to be taken out on two occasions(23/5/07 and 07/06/07), though we have no services from you. We were going to transfer to you from sky, but changed our minds before installations.

Two unpaid bank charges of (£34.00each). have been occurred, two unauthorised overdraft charges - (£25 each)., plus interest as shown on following page. Interest is charged at 1.33% per month.

i have been chasing feedback from my letter for 3 weeks!!! spent approx 1.5hr on phone on hold. Half the time getting someone forgein who couldnt understand what i was saying

i sent them  a complaint letter on 22/6/07, and they ring me today. how bad is that, and advised they would only pay £34(one charge) my bank is now requesting money and they left me £251 overdrawn, because of virgin

Comments

  • 0
    toshmeister
    I've just checked through my bank statements and realised the same thing has happened to me.  

    Having paid the connection fee of £25, I was then told that it would take 6 weeks to give notice to the council etc. before I could get cable connection, so I cancelled and was reassured that the money woudl be refunded - this was in April.

    I now see that I have been debited in June and July.  They will hear from me tomorrow, I think!
  • 0
    VascoDaBabber
    I myself have recieved sub-standard service from Virgin media concerning  our account. We were informed by our bank that Virgin had contacted NatWest to change our monthly direct debits without our knowledge and apparently this is legal but that is only one of many problems I have encountered. When we had the self installation box on 30th November 2007 for Broadband, Cable and Phone we could not recieve a signal nor a working phone line. This took 2 weeks at our own expense totaling a whopping 4hrs on the phone, much of it at our own expense since we could only use our mobiles charged at the national rate because everytime we were put through to another department (80% of the time the wrong one) we had to relay the problem all over again! Also they said that they would call straight back and never did. My phone bill that month was £83...its usually £35-£40 tops. Anyway finally the problem was solved and we felt that we would give Virgin the benefit of the doubt, However....

    We rang Virgin on 28th May explaining we were moving property and that there was already a Virgin line installed so we just needed an engineer to set up the broadband and re-connect the phoneline. Engineer came on 2nd June to carry ou the work and all was fine until the following Monday when we queried the bill with Natwest. Called Virgin who explained that they were taking a month out in advance. That was no the problem, the problem was that my original 1 year contract running from 30th November 2007-2008 had now been reset to June 2nd 2009 stating that when we requested the install at the new property my partner verbally agreed this. Under no circumstance's did my partner have that conversation. We were also informed that a letter had been sent to our previous address, this we had never recieved also. Virgin did send us a new contract stating that if we were unhappy we could cancel the contract within 7 working days of re-install done on 2nd June, we recieved this on the 19th and the letter was dated 16th!!! Now under the companies own T&C's they can indeed reset the contract whenever a re-installion occurs however it also says that the new contract would be sent to the new address not the old one and that the contract would be sent out on the same day as the install. If they could send me hard evidence that my partner berbally agreed the contract and that a letter was sent to old address i will put my hands up and gladly pay the remainder of the contract. I am awaiting a call from management promised today(27/06/2008) but I will hold my breathe.

    Im sorry for the long letter but Virgin like to brand themselves as reliable trustworthy company but after dealing with them the whole Virgin image has suffered as far as i am concerned because the person at the other end of the line are incompitant, rude, aggresive and above all WRONG!!!..either way itys Sky+ for me after this....

    Will update you guys on the outcome

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