[Stevedore78]

Hi,

Apologies if this is a query that has been answered before. I was wondering if anyone has heard of a scenario whereby on demand services repeatedly appear on a bill in circumstances where the services have not been ordered by the occupier of the house in question.

This is the situation which applies regarding my Mother. She is 75 years old and barely has the ability to switch the television on never mind order an on demand programme. There is no one else in the house would be able to order on demand services and the programmes which are ordered - generally children's programmes aren't ones that she would have the faintest interest in watching.

This has been going on for some time now. She raised the issue back in 2012. Virgin sent out an engineer to check that everything was functioning properly. However, the problem persists. It has gone on the back burner due to bigger issues coming to the fore. However, she was charged £20 in December for a series of on demand programmes and games.

The total amount that she has overpaid is now in excess of £80 and there seems to be no sign that the problem is or will be rectified. Previously Virgin's attitude was that unless she could prove that she hadn't requested the programmes that she would have to pay for them - a pretty appalling attitude in the circumstances.

I am going to take up the cudgels with them but I was wondering if this is a common problem. I'm not technically minded but it would seem to me that someone is hacking into her account and using her pin number to order programmes. It may be that she will have to leave Virgin in order to be sure that further unauthorised are not made from her account.

I'd be happy to hear if anyone has encountered this or has any suggestions how I go about addressing this.

Many thanks