We have a contractually agreed price. Every month I receive a bill with the incorrect price on it. We are being overcharged. Every month I query the bill via Contact Us. A customer care representative responds reassuring me that a credit will appear on my next bill but it never does. For example: -
"Please accept my apologies that your query hasn't been completed within the amount of time promised. I have now escalated this to a manager within out Billing Department for this to be actioned immediately. Your next invoice is due on the 25/09/2015, and your credit will show on this invoice."
"Thank you for your e-mail dated 30 July 2015.
Apologies that the credits have not been completed and on your account, I have chased the billing team to have this request completed the reference for this is INVR143657."
"Thank you for your e-mail dated 29 June 2015 regarding your credit request.
Firstly, please allow me to apologise for the delay in our response.
I have looked into your account and can see a request was raised to have both your accounts 354817401 and 354817701 backdated to show the charge of £30.00 per month for each broadband connection. Unfortunatley it looks like the request became delayed at one of the stages. I have now raised a direct request with the billing team to have this expedited and this has an timescale of 5 working days. The credit will show on your next invoice due out on or around 26/07/2015."
"Thank you for your e-mail dated 29 May 2015 regarding the charges on the account. I am sorry for the delayed response. Please accept my apologies for the length of time taken to correct the billing on the accounts. A request has been raised to correct the charges on the account and the reference for this 789899. This is current with our Billing Team and will be completed in the next ten working days. The next bills for both accounts are due to be produced on or around 26th June 2015 and the adjustment will be show there. "
"I’m contacting you in relation to the recent survey you completed for Virgin Media Business. I want to acknowledge receipt of your survey, to thank you for taking the time to respond and to ask if you have any issues outstanding at present that you need looking into. Any comments made on our surveys are being collated and fed back to the relevant departments within Virgin Media Business to help us work towards improving the service we provide to our customers. Your feedback is important to us and very much appreciated. I would like to send my apologies for the service you have received. We are currently looking into your billing issue. Have a lovely Weekend. Kindest regards " This was dated 15/05/2015.
"Thank you for your email and concern i will expedite the request as it is ,in case your services get cut off,something that we dont want to happen.
Regards." This was dated 05/02/2015.
"Thank you for your email as per our conversation there are two accounts open and you are being double billed."
"Good afternoon. I have advised the billing team of this current situation and we are still waiting on this task to be generated and completed. There is notes on your account stating to keep your services going until we resolve the situation. I would advise you to just disregard that invoice as we know that this is incorrect as the system will automatically generate a invoice for you each month. Once i have more information i will be in touch." This was on 06/01/2015.
"In regards to your recent query if your services will disconnect because the account has been created incorrectly? I have been in contact with our operations team and they have notified me that this service will remain connected until we rectify this. A task has been generated for us to amend the accounts and will be completed shortly." This was on 15/12/2014.
"Thank you for your e-mail dated 27 November 2014. I am sorry it has taken us a few days to reply. On checking the accounts I can see that a request has now been raised to cease one of the accounts. This should be completed within ten working days. I can only apologise for any inconvenience caused.
Should you have any further queries, please contact us."
"Hi, The below cease case has been cancelled. "
Business Cease Order Management
>BCOM Requests /
BCOMRequests@virginmedia.co.uk
Virgin Media Business
Original Message Follows: ------------------------
Please do not cease this line. We do not wish to cease our broadband service. At the moment there is a query on the
amount being charged not the line. We should have 2 broadband lines to our address. At £30 per line."
"Thank you for your e-mail dated 31 October 2014. I am sorry it has taken us a few days to reply. There are two separate installations for two 50mbps broadbands. If you need any further information, please contact us."
"The cease request has been stopped so your services will not be stopped,
I have been through to sales. As sally is on maternity leave, I've been advised you are correct you should only be charged £60 per month for both services. The contract is slightly misleading and was keyed in wrong by our provide team and also approved by billing wrongly. I was the person who sent out the contract on the advice of a colleague, I only realised after the call so apologies about that."
So I have begun the process of zero rating one of your accounts. So then you just receive one £60 bill. You will not be restricted in the meantime and we aim to get this sorted out as soon as possible.
Sorry for the confusion and we will get this sorted." This was on 28 November 2014.
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