Virgin cut me off!

[dollyface]

Hi there, I wondered if anyone could give me some advice on what to do next with regards to the trouble I have recently encountered with VM.

I decided to switch ISP's last month, having been a loyal NTL/VM customer for nearly 5 years, once my new ISP was up and running I rang VM to say I wished to cancel the service (28th April), they said my services would be deactivated on 28th May and that as my service was paid in advance I would receive a final bill for calls and partial line rental for the phone and broadband service.

I decided to cancel my DD as the operator stated that I could do that but would incur a £2 fee being added to the final which I didnt mind with it being my last payment to them.

Today I got a Bill for £83, of which £25 unpaid DD charge, £10 late payment fee and £15~ line rental upto 17th June plus £15 calls (ALL to 0870's goddamnit!). My bill is usually £30.

I rang them to dispute the charges and after a bit of a do one lady said she would credit the £10 fee to my account and would look into the other charge if I did not mind waiting.. I was then put on hold when another operator came on the line and was quite snotty saying that the charges were appropriate and I would have to pay them, she kept saying "its in the terms and conditions" in response to whatever I said even when I mentioned the other operator was looking into it for me.
I said I was happy to pay the bill but refuse to pay the charges, for which her reply was "you have to pay them".
She told me that I could claim the £25 back from my bank for the unpaid DD?? I've never heard anything like it.

By this time I was getting angry and when I relised I was getting nowhere I hung up on them. I didnt even get chance to explain that they had billed me for time after I am due to be disconnected!

About an hour later I attempted to ring back.. my phone line was completely dead.. I cannot even accept incoming calls! They had cut me off!
I have not used the internet/TV since but I assume that has gone too.
I've a good mind to send 240volts up their fibreoptic network!


I cannot believe how snotty they are being, I still refuse to pay the charges when I was told I would be sent a final bill to pay.

I have sent a complaint to them which I assume will be ignored.

Any info as to who is wrong/right here would be appreciated!
(I was joking about the 240volts!)

Sorry its a long one but thanks for reading.

Cheers.

[IronMaiden]

You should have been told that you will be billed in advance until your services are disconnected.

Once that happens a final bill is produced and any advance charges past your disconnection date are credited to your account.

A £25 Non paid DD charge sounds high, how is it itemised on your bill? A failed DD on VM will normally at most incur a failed payment charge of £10, a late charge of £10 and an admin fee of £5. This does add to £25 but your post said you had another LPC of £10 on top of that.

[dollyface]

Hi, thanks for your reply,
Ive attached two images of my bill which shows how they worked it out.
It even states on the back of the bill £15 unpaid DD as Iron Maiden states.


And:

[dev]

the £25 DD charge seems like a bank charge to me (that is the bank charged VM for attempting the DD and so they pass it on to you)

[BenMcr]

I'm not sure why you have had the failed D/D fee if you have cancelled it? That is only charged if it gets returned as unpaid due to lack of funds not if you cancel it

EDIT: I know what it is. It is the £25 for the BB from last month.

It is not a Failed Direct Debit charge of £25. it is a Failed Direct Debit for £25.

If you look further down the account it shows BB L @ £25. This will only have turned up this month. Previously it will have been on a seperate Direct Debit, which by the looks of things wasn't paid last month. More than likely because you cancelled the direct debits.

This is also why your payment for last month was only £9 when your bundle is showing as £30.45

[dollyface]

I definately cancelled the DD well before they tried to collect it nor did I get any letter from my bank, thats why I couldn't understand this charge.

I'm still fuming over them cutting me off, are they allowed to do this if they think a customer isn't going to pay?

---------- Post added at 18:49 ---------- Previous post was at 18:46 ----------

Well spotted Ben! I realised my BB and Phone were billed separately until recently when they finally merged the accounts. I'll check through my statements to check if last months BB service got paid for. Virgin still stink tho!

[the-cable-guy]

Originally Posted by dev

the £25 DD charge seems like a bank charge to me (that is the bank charged VM for attempting the DD and so they pass it on to you)

yes thats correct.

[BenMcr]

Um not its not

[dollyface]

I checked my online banking and can confirm last months DD for the Broadband and Phone were taken out separately: BB: £25~ on the 15th April and £9~ on the 18th April for the phone... I was definately paid up for April/May.

[BenMcr]

It is the only thing it could be. If it was a failed direct debit charge from Virgin it would only be £10.

You need to speak to Virgin again. If the BB D/D did not return to your bank then I cannot explain it

[dollyface]

I've done a bit of research and think i'll contact CISAS and see if they will help or take over if VM dont get back to me in 7 days. I have the proof my bill was paid last month, im not paying 08xx rates to discuss it further with them now that I cant dial 150.

[BenMcr]

CISAS are not going to take the case as you have not followed Virgin's internal complaints process.

You should first of all let the company know that you have a problem with them. The company then has up to three months to try and settle that problem with you, or to issue you with a deadlock letter which will refer you to us. If you come to us before going to the company then we will be unable to handle your complaint and will refer you to the company.

https://help2.virginmedia.com/assets...intformCZ.html would be the next step

[dollyface]

Originally Posted by BenMcr

CISAS are not going to take the case as you have not followed Virgin's internal complaints process.



https://help2.virginmedia.com/assets...intformCZ.html would be the next step

I submitted this form today, so will wait until to hear from them.. it's going to be a long three months!

Thanks for all your input.

[the-cable-guy]

Originally Posted by BenMcr

Um not its not

yes it is

[Marge]

Have a look where the £25 you paid on 15th April has gone, I can't see where it's showing on your bill. With all the bill changes recently I wonder whether it has gone astray. Agree with Ben, the £25 is defo not a bank charge