How the hell do you get a refund when overcharged?!

[blenky]

I recently had V+ installed as part of a 'Ultimate Triple' deal and was offered a £30 fee for installation.

Just looked at my ebill toady and have been charged £75.

I called CS and the woman in the Indian call centre at first tried to tell me the £75 was correct. It was only my persistence that got her to look at the notes on my account that confirmed I was in fact offered installation for £30. Could she now refund the £45 - oh no! She said she had to first talk to the Dept that offered the price.

She called me back to say that she had a long conversation () with retentions. They in turn are going to send an email to the person who offered the price to get her to call me!!! Why, I asked, does the person who gave the price have to call me - and also when would that be? What happens if she doesn't?!! What if she has left?

As you can imagine I was getting a bit angry by now. What appears to be a simple billing error was turning into a farce. The woman from the Indian call centre said she would also email the person who gave me the price AND she herself would call me around 5pm to see if I had heard anything.

Needless to say no-one called.

I am now in a position where I will have to yet again call, get through to an Indian call centre and go through the whole sorry farce again.

Why can't they just admit they have made a mistake and refund my account?

[the-cable-guy]

you will have to keep on at them until they refund you the money as credit on your bill, otherwise you wont get your money back.

[icestar2]

Alot of the time its luck of the draw with the CS agent you get through to. I have spoke to some very friendly people who have sorted my problems out within seconds. I also have had to sometimes call a couple times before this has happened as some of the CS agents dont have a clue what there doing. Dont let this one person put you off keep trying and hopefully you will get through to one of the decent agents that will deal with your problem quickly and correctly.

[Sirius]

Originally Posted by blenky

I recently had V+ installed as part of a 'Ultimate Triple' deal and was offered a £30 fee for installation.

Just looked at my ebill toady and have been charged £75.

I called CS and the woman in the Indian call centre at first tried to tell me the £75 was correct. It was only my persistence that got her to look at the notes on my account that confirmed I was in fact offered installation for £30. Could she now refund the £45 - oh no! She said she had to first talk to the Dept that offered the price.

She called me back to say that she had a long conversation () with retentions. They in turn are going to send an email to the person who offered the price to get her to call me!!! Why, I asked, does the person who gave the price have to call me - and also when would that be? What happens if she doesn't?!! What if she has left?

As you can imagine I was getting a bit angry by now. What appears to be a simple billing error was turning into a farce. The woman from the Indian call centre said she would also email the person who gave me the price AND she herself would call me around 5pm to see if I had heard anything.

Needless to say no-one called.

I am now in a position where I will have to yet again call, get through to an Indian call centre and go through the whole sorry farce again.

Why can't they just admit they have made a mistake and refund my account?

Bet you now that the reason they need to get the original person to phone you is that that person should never have offered you the £30.00 deal.

[BenMcr]

Sounds like someones been trying to offer a V+ install for the price of a standard install (which you can only do on the XL plus or VIP bundle)

[MovedGoalPosts]

Regardless of why the offer was made, it seems clear from the posts, that Virgin Media know the offer was made by a member of staff. Thus VM are responsible for honouring it, and should do so without quibbling.

I would suggest a further call to CS, but midweek, daytime hours when you might get a UK agent who is a little bit more switched on that some of the India based staff. Let us know how that call goes.

[the-cable-guy]

Originally Posted by icestar2

Alot of the time its luck of the draw with the CS agent you get through to. I have spoke to some very friendly people who have sorted my problems out within seconds. I also have had to sometimes call a couple times before this has happened as some of the CS agents dont have a clue what there doing.

i had to ring over 20 times in one day once until anyone would help me, great customer service that is

[blenky]

Originally Posted by Rob

Regardless of why the offer was made, it seems clear from the posts, that Virgin Media know the offer was made by a member of staff. Thus VM are responsible for honouring it, and should do so without quibbling.

I would suggest a further call to CS, but midweek, daytime hours when you might get a UK agent who is a little bit more switched on that some of the India based staff. Let us know how that call goes.

I will not give up as the £30 offer was made and taken in good faith. It was one of the reasons I took the offer. I will call back mid week between 9-5 and hopefully get through to UK CS staff.

[Marge]

When I worked there we were closely monitored on the amount of credit we gave away and in trouble if it was deemed too much. For that reason if someone was querying credit that hadn't been given, I would also refer back to the original person offering it and ask them to add the credit onto the account. Daft I know but you had to look after yourself and that £30 could be the difference between making or breaking your stats

Things may have changed so this could be old, duff info so don't take it as what may be happening nowadays.

[icestar2]

Originally Posted by the-cable-guy

i had to ring over 20 times in one day once until anyone would help me, great customer service that is

Dont remember syaing there CS was great ? All am saying is that there are some decent CS agents and because of the ones who know jack then they all get a bad name.

[webcrawler2050]

Do this!!

Dial 150 >> PRESS 3 and wait, if you get an Indian, hang up and redial. Its free!

[the-cable-guy]

Originally Posted by icestar2

Dont remember syaing there CS was great ? All am saying is that there are some decent CS agents and because of the ones who know jack then they all get a bad name.

not being funny but iv spoken to over 100 different ppl at NTL, Telewest & VM & more then 9/10 were useless.

---------- Post added at 20:09 ---------- Previous post was at 20:06 ----------

Originally Posted by webcrawler2050

Do this!!

Dial 150 >> PRESS 3 and wait, if you get an Indian, hang up and redial. Its free!

not when you dont have a land line it isint.

---------- Post added at 20:11 ---------- Previous post was at 20:09 ----------

Originally Posted by Marge

When I worked there we were closely monitored on the amount of credit we gave away and in trouble if it was deemed too much. For that reason if someone was querying credit that hadn't been given, I would also refer back to the original person offering it and ask them to add the credit onto the account. Daft I know but you had to look after yourself and that £30 could be the difference between making or breaking your stats

Things may have changed so this could be old, duff info so don't take it as what may be happening nowadays.

while i cant speak for how you dealt with customers, most CS personal say that they'l do that however they never get back to you. so to me it seems like they just say it to fob us off.

---------- Post added at 20:12 ---------- Previous post was at 20:11 ----------

Originally Posted by blenky

I will not give up as the £30 offer was made and taken in good faith. It was one of the reasons I took the offer. I will call back mid week between 9-5 and hopefully get through to UK CS staff.

i wouldnt give up either mate, just be prepared that you'l have to make alot of calls & keep on at them to get anywhere.

[blenky]

I rang today and got through to a UK call centre. The guy I spoke too sorted in in two minutes! Turns out there was no mistake on my bill.

The person how did the deal on 31/3 credited my account with £45 the day! As this was on the last bill I didn't spot it as my debits/credits have been all over the place! The lastest bill only showed a £75 install!

Panic over

[MovedGoalPosts]

Glad you are now happy

[the-cable-guy]

Originally Posted by blenky

I rang today and got through to a UK call centre. The guy I spoke too sorted in in two minutes! Turns out there was no mistake on my bill.

The person how did the deal on 31/3 credited my account with £45 the day! As this was on the last bill I didn't spot it as my debits/credits have been all over the place! The lastest bill only showed a £75 install!

Panic over

sorted then