Charged too much

Withinthesin · 24-02-2011, 15:12

I signed up for just Virgin XL broadband at a starting price of £20 for the first 3 months, going up to £30 after that
On my contract it says "first bill £20 + £20 = £40 minus £25 deposit + £15"
basically I paid the £25 deposit in advance of the first bill so got told my first bill would only be £15. (24/09/10 date on contract) each of my bills has been as follows:

First bill: Bill date 19/10/2010
Due date 08/11/2010
Amount due £40.00

Second bill: Bill date 17/11/2010
Due date 07/12/2010
Amount due £35.00

Third bill: Bill date 17/12/2010
Due date 06/01/2011
Amount due £35.00

Fourth bill: Bill date 20/01/2011
Due date 09/02/2011
Amount due £35.00

Fifth bill: Bill date 18/02/2011
Due date 10/03/2011
Amount due £35.00

I have tried to call customer services to get my money reimbursed but got told that I was supposed to be paying £35 a month (£5 extra due to not having direct debit) so I explained what was on my contract and they told me they didn't have a copy. I asked to speak to a manager and they put me on hold for ages so I gave up.

Why do they not have a copy of my contract?
How am I supposed to get my £55 back?
What was the £25 deposit for?

Withinthesin · 01-03-2011, 16:19

Is there anyone who can help me with this?

BenMcr · 01-03-2011, 16:29

Do you have a handwritten contract or printed one

Withinthesin · 01-03-2011, 16:33

It's a handwritten one, the guy filled it out in front of me, in my house.

BenMcr · 01-03-2011, 16:43

Then frontline staff don't have access to any copy of the contract, as they can only access electronic versions

At this stage it's probably best to make a complaint via www.virginmedia.com/contact and then you can send them a scanned copy of the contract you have which should resolve the issue

Withinthesin · 01-03-2011, 17:40

Thanks for your help, I shall let you know the outcome.

Withinthesin · 10-03-2011, 14:51

It has been a week since I sent the email and even though they say they will get back to me within 48 hours I still haven't heard anything

chrispy2000 · 11-03-2011, 20:18

bump

BenMcr · 11-03-2011, 20:40

Nothing we can do on here about this to be honest

chrispy2000 · 12-03-2011, 08:30

Haven't any one got any advice on what "withinthesin" can do next.
I suggested this person come on this site for some advice. I have always got useful advice here.
This person is being completely ignored by VM, someone must know what to do.

Paul · 12-03-2011, 09:01

He isn't being ignored, unless someone from the team looks to escalate this there is nothing anyone here can do. He could try following up his email with a second email asking why there has been no response and pointing out that he will be making a formal complaint via the regulatory body after completing the complaints procedure laid out on the VM site but apart from that patience may be the key.

Peter_ · 12-03-2011, 10:22

Quote:

Originally Posted by chrispy2000

Haven't any one got any advice on what "withinthesin" can do next.
I suggested this person come on this site for some advice. I have always got useful advice here.
This person is being completely ignored by VM, someone must know what to do.

Did he send an email to the CEO's office by using neil.berkett@virginmedia.co.uk this address is in the public domain and used for issues like this so advise him to try it.

meekboy · 12-03-2011, 15:09

by the looks of it all you are missing is the £10 discount as bb xl is £30 you will have this twice on the 1st bill as is contains 2 months service so £60+ £5 non dd minus your £25 upfront equals £40, when the 1st bill should have been £20 then the next bill the should have been £25

Withinthesin · 23-03-2011, 17:10

Thank you very much for your help after emailing the CEO I have finally got this sorted