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Charged for calls and I shouldnt have
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Old 16-10-2022, 10:16   #1
alanbjames
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Charged for calls and I shouldnt have

I have just been in contact with VM after receiving a bill with 34 call charges on there when I shouldn't have.

When I took out the new contract 2 months ago I was told that my all inclusive calls would remain and nothing would change for 65 a month and for the past 2 months I've been charged correctly.

I've even sent them the email I had at the time which makes no reference to my all inclusive calls being removed all for 65 and they just wont have it, I've been though to retentions and they said they would try and listen to the call if its available.

What else can I do to prove they are in the wrong and I'm in the right?
Thanks.
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Old 16-10-2022, 10:23   #2
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Re: Charged for calls and I shouldnt have

You should have it all down in writing or at least in your latest contract. I always make sure my contracts are emailed with full details and they seem to comply for me anyway
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Old 16-10-2022, 10:48   #3
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Re: Charged for calls and I shouldnt have

I have the change in my services sent to me by VM and it makes no mention of my All inc being removed........


I have now checked the PDF that came with this email and it does make mention of my all inc being removed so I was basically duped into taking out the new contract. How can they state here its not being changed yet then in small writing state there is.
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Old 17-10-2022, 01:54   #4
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Re: Charged for calls and I shouldnt have

An all too common reoccuring ssue with Virgin. I was told that I would keep Full House TV for a new discounted price.

Turns out this was rubbish. Then, even when proof is sent, as you have found, they still deny any wrongdoing or simply say 'Sorry, we made a mistake" and expect the customer to pay up and accept it.

Don't think that being a long term loyal customer will mean you will be treated any better, they couldn't care less these days.

If you get no joy I advise you to contact the office of the CEO (if you PM me I will try to help you with this).

Ultimately, you can then take it to CISAS. Most complaints taken to CISAS end up being settled because Virgin roll over once they know you're not a mug or because your complaint is upheld by CISAS themselves
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Old 17-10-2022, 10:13   #5
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Re: Charged for calls and I shouldnt have

How long were the calls? If over 1 hour they get charged whatever the scheme but 34 doesn't sound that that is the issue.
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