£165 worth of unbilled calls!

[vbnmu]

Was wondering if anyone could shed some light on how this can take place!
I was charged for premium calls that I never made for month of July,August and September. When I checked bill, I promptly gave them a call and they put a stop to outgoing premium calls and refunded me money.
Come October am now being billed for £165 worth of 0870/0871 calls I never made. And my talk anywhere minutes for September did not get carried over for some reason. Raises doubt about how long similar practices have been taking place. Meaning am gonna have to investigate further.
Technician could not find fault on my line but VM are investigating.
That being the last nail in a patchy experience, I activated cancellation. Customer Relations called back to offer me deal and we agreed on something. But after givin it some thought, I have called back to say am not willing to go into another 12month contract in case similar things happen. Now waiting for call back from c.advisor.
I will be relating further info that comes to light to OFCOM but I still don't understand how things can go so wrong!!!
Can anyone advise me on what I could do as I feel rather fed up of calling them so many times and wasting so much of my time n energy. Inspite of the c.relations deal, I feel rather agrieved as I might never have found these litany of mistakes and simply paid them off. I also feel very angry.
Any guidance plz?

I have come across a couple of wonderful people in the process but some have been ignorant of certain facts. One questioning my need to take her name!!!...among others really!

[chrisjones]

Could you clarify your situation - Are you living alone or sharing with anyone else that could have possibly run up this bill?

Failing that, why not move to another provider and take your number with you? You can continue the payment dispute with VM and use another providers services on the same number.
Im guessing this sounds plausible?

[Raistlin]

Given that VM barred Premium calls from your line I'm guessing that this must be some sort of technical fault with either your account or with their systems.

You might be interested in the following thread:

http://www.cableforum.co.uk/board/34...hlight=premium

And this one:

http://www.cableforum.co.uk/board/34...dn-t-make.html

Both of which suggest that a) you are not alone, and b) Virgin have a problem that they need to sort out!

Hope you get it sorted, please keep us up to date on how you get on.

[vbnmu]

Originally Posted by chrisjones

Could you clarify your situation - Are you living alone or sharing with anyone else that could have possibly run up this bill?

Failing that, why not move to another provider and take your number with you? You can continue the payment dispute with VM and use another providers services on the same number.
Im guessing this sounds plausible?

There r other people in the household. There is an element of trust between us in the family and I can vouch that noone would do such calls. We all understand that some things are not acceptable, such as this.
Moving to another provider might well be the way forward depending on the results of the investigation. The first thing i did was cancel, that is until I got the call from customer relations.

Originally Posted by Rob M

Given that VM barred Premium calls from your line I'm guessing that this must be some sort of technical fault with either your account or with their systems.

You might be interested in the following thread:

http://www.cableforum.co.uk/board/34...hlight=premium

And this one:

http://www.cableforum.co.uk/board/34...dn-t-make.html

Both of which suggest that a) you are not alone, and b) Virgin have a problem that they need to sort out!

Hope you get it sorted, please keep us up to date on how you get on.

Thank you for the links. will be reading through the thread.
I called around 7 o'clock which I believe is when the indian call centre take over. They said they can not complete an investigation until the bill is produced. Do u know if that's correct?
When logging the complaint I was advised that it was 2 days for a call back and 5 to complete investigation.

[esdxc37]

Originally Posted by vbnmu

They said they can not complete an investigation until the bill is produced. Do u know if that's correct?

Unbilled calls are not allowed to be revaled to the account holder. This means you do not know who the calls or numbers were to. If you do not know who the calls were to then you cant say whether you made them or not. So yes the information given was correct.

[vbnmu]

Originally Posted by esdxc37

Unbilled calls are not allowed to be revaled to the account holder. This means you do not know who the calls or numbers were to. If you do not know who the calls were to then you cant say whether you made them or not. So yes the information given was correct.

Not entirely. They have sent me itemised billing after I requested for it-and the bill does not get produced for couple of weeks. So I can confidently say that these calls were not made by any member of my household.
Will be merging this thread with the other,more in depth one.
Virgin will soon have a battle on their hand. And they will lose that battle.

[vbnmu]

Thread and responses being moved to

http://www.cableforum.co.uk/board/34...ium-calls.html

Mods, kindly close this thread. Thank you.