complaint

helenandben · 06-09-2011, 17:56

Having phoned the help line who informed me to e mail head office with my complaint i have finally found the way to do this via this forum which i hope is the right way as there is no direct e mail for complaints which is what i had been told existed.I have just received a bill from sky with charges from a month my virgin contract had already begun,when the sales advisor sold me my virgin contract i was told sky would be cancelled on my behalf and i needed no contact with them.I questioned this just to make sure i was correct and had understood that i had NO contact to make which i was reassured was right.So having spoken to sky my contract for the tv has never been cancelled hence the charge leaving me with an outstanding balance of £63.89.Customer service informed me they send a letter which i should of sign and send to cancel sky which i have never received and also contradicts the NO contact i was told by sales advisor.On top of this having just checked my online bill im being charged £85.40 for my package where as i was told my total cost for the package before any additional films,sporting events,calls etc was £77.99.I would appreciate assistance in these matters as having changed from sky after many years of trouble free service i appear to have more issues in the short time with virgin.

Sirius · 06-09-2011, 17:59

Quote:

Originally Posted by helenandben

Having phoned the help line who informed me to e mail head office with my complaint i have finally found the way to do this via this forum which i hope is the right way as there is no direct e mail for complaints which is what i had been told existed.I have just received a bill from sky with charges from a month my virgin contract had already begun,when the sales advisor sold me my virgin contract i was told sky would be cancelled on my behalf and i needed no contact with them.I questioned this just to make sure i was correct and had understood that i had NO contact to make which i was reassured was right.So having spoken to sky my contract for the tv has never been cancelled hence the charge leaving me with an outstanding balance of £63.89.Customer service informed me they send a letter which i should of sign and send to cancel sky which i have never received and also contradicts the NO contact i was told by sales advisor.On top of this having just checked my online bill im being charged £85.40 for my package where as i was told my total cost for the package before any additional films,sporting events,calls etc was £77.99.I would appreciate assistance in these matters as having changed from sky after many years of trouble free service i appear to have more issues in the short time with virgin.

This is not an official forum.

**Hugh** · 06-09-2011, 18:05

Sorry to hear about your problems.

I am surprised that a Customer Services Advisor told you that they could cancel your Sky contract, as I am sure Sky (and any other company) would insist on you cancelling it personally (for security and compliance reasons).

If you haven't received the letter you were promised, you definitely need to escalate the issue.

Regarding the bill amount (£85.40), does it include part-month charges?

If you need to complain in the future, you can use this link

https://help.virginmedia.com/system/...LATION_REQUEST

Click on "Fault with your services", then
click on "I have cable services", then
click on "I want to make a complaint" then
click on "Haven't found what you're looking for? NEXT"

which will give you the various methods of registering a complaint.