Virgin saying we owe them 418 pound and we have been lied to!

[pillz]

Please if anyone has any advice on how to deal with this short of swearing down the phoneline i will take it and try it.

Basically we was cut off , novemeber the 25th due to non payment , we was shocked by this as we had only been with the company a month! Then it was stated to us on the phone if we paid 50 pounds it would get us our services back , 5 days later they went off again and now they stated on the phone they wanted 250 pounds before anything was r-enabled in the house. Shocked by this but accepting the bill , we took out a small loan with a company and its due to be paid out tomorrow to the sum of 250 pounds , we literally just phoned virgin to confirm a payment to be incoming Tuesday 20th of 250 pounds to r enable our services.

Now we spoke to a very rude Asian women stating 250 is wrong and that it was 317 =0 , i was livid i almost put my fist threw the wall , after 2 phonecalls later with very small compromise on virgins part they agreed to take 297 on Tuesday coming.

We have been lied to , spoke down to and its bang out of order!

The charges they have on their phone services are just ridiculous neither me or my partner us the phone very much and it is a mobile call its for a few minutes if that! Neither of us know many people with mobiles so how we have spent so much on phone calls is beyond me.

Short of writing to them , what else can we do? :/ We are offering to take a massive load off the bill by paying 250 pounds , but virgin just want to squeeze every penny out of my family , we told them a following payment to clear the rest of the bill will be made on the following Wednesday but they kept saying no!

One guy took of a tenner and actually thought he was helping via doing that.

Has anyone got any idea what i can do?

Thanks PILLZ.

[Digital Fanatic]

Sounds like your credit limit is too low or someone has made a lot of PPV film purchases or telephone calls?

What does it say on your e-bill?

[Rob]

So you think the bill is correct - if so then you'd need to pay it. But it sounds a lot to me so I'd also be wanting them to check you are on the right tarrifs.

If you think the bill is wrong, then I wouldn't be paying a penny untill I've seen a bill.

But remember the first bill can be a bit high as you could be incurring the initial setup fees, the bill for the current month and since VM actually try to bill for the forthcoming months rental of services like TV, a month in advance.

[pillz]

It was agreed last night on the phone i could pay 297 today and it would renable all my services , yet again we have been lied to and now there stating they want 350! Wtf is going on with this company!

[Kymmy]

What exactly does your bill say? You're moaning about a high bill for not a lot of usage yet you're willing to give them nearly £300 quid..

Also remember that VM is not a credit agency... If you owe them £418 (as the thread title states) then why should they accept a lower amount if your bill is correct??

[Stephen]

Hi,

you are stating you owe VM a lot of money. Why exactly is that. What is on your bill? There must be a lot of phone calls and PPV for it to be that high after only a month.

[Perfect Choice]

The OP seems to be on tight credit, notice comment about having to take a loan out for the £250 payment, yet has built up a bill of £317 in 1 month. Even accounting for upfront payments for activation and 1st month in advance, that is a big bill as you say either incurred through phone calls or PPV.

The OP must seem a high credit risk to VM so they are giving no leeway on payment timing I guess.

I suggest the OP needs to first pay the first bill and then control the household spending as they are digging a hole for themselves at that rate of spend. A break down as to what the £317 actually is would be a good point for CF mods to give any advice, without that there is no answer really apart from controlling your own spending which ultimately you are responsible for not VM.

[Digital Fanatic]

Without some more info on what is on the bill we can't help any further.

[Threepints]

Originally Posted by Perfect Choice

The OP seems to be on tight credit, notice comment about having to take a loan out for the £250 payment, yet has built up a bill of £317 in 1 month. Even accounting for upfront payments for activation and 1st month in advance, that is a big bill as you say either incurred through phone calls or PPV.

The OP must seem a high credit risk to VM so they are giving no leeway on payment timing I guess.

I suggest the OP needs to first pay the first bill and then control the household spending as they are digging a hole for themselves at that rate of spend. A break down as to what the £317 actually is would be a good point for CF mods to give any advice, without that there is no answer really apart from controlling your own spending which ultimately you are responsible for not VM.

Absolutely agree with this, especially controlling the household budget. As stated my other posters it would be helpful to actually know what the charges incurred are for. The OP has complained & moaned about the charges but not explained the reason for the charges.

Also apologies to the OP if I am presuming to much but if you need to take out a loan for £250.00 then you are having a problem managing your finances. To be fair many, many people are due to the state of the economy & country. However robbing Peter to pay Paul will not help. If you are struggling with debt can I suggest you speak with the Consumer Credit Counselling Service.

[Tim Deegan]

Originally Posted by pillz

It was agreed last night on the phone i could pay 297 today and it would renable all my services , yet again we have been lied to and now there stating they want 350! Wtf is going on with this company!

Don't accuse VM of telling lies, or there will be loads of VM lovers on here who won't hear a word said against them, who will rip you to shreds.

[Hugh]

Love it...

Disagreeing with your black/white viewpoint on things, and trying to help you understand how processes and systems work, makes people "VM lovers" that "rip you to shreds"....

[Digital Fanatic]

Originally Posted by Tim Deegan

Don't accuse VM of telling lies, or there will be loads of VM lovers on here who won't hear a word said against them, who will rip you to shreds.

Come on Tim, you are better than that.

Until the OP can provide further info on what is causing the high bill then we are unable to offer any advice.

It could be anything.

[Tim Deegan]

Originally Posted by Hugh

Love it...

Disagreeing with your black/white viewpoint on things, and trying to help you understand how processes and systems work, makes people "VM lovers" that "rip you to shreds"....

No Hugh. It's when people jump in to defend a company who are clearly providing poor customer service.

Just look at all the surveys, and you will find that I'm far from being the only person to think so.

---------- Post added at 13:37 ---------- Previous post was at 13:36 ----------

Originally Posted by Digital Fanatic

Come on Tim, you are better than that.

Until the OP can provide further info on what is causing the high bill then we are unable to offer any advice.

It could be anything.

I was talking about other threads where you receive personal abuse if you dare to say anything against VM.

I wasn't talking about you personally Digital Fanatic, as you have been the only one in the past who has shown any concern about poor CS by VM.

[Hugh]

Originally Posted by Tim Deegan

No Hugh. It's when people jump in to defend a company who are clearly providing poor customer service.

Just look at all the surveys, and you will find that I'm far from being the only person to think so.

---------- Post added at 13:37 ---------- Previous post was at 13:36 ----------



I was talking about other threads where you receive personal abuse if you dare to say anything against VM.

I wasn't talking about you personally Digital Fanatic, as you have been the only one in the past who has shown any concern about poor CS by VM.

But Tim, lots of different people have tried to explain to you that they believe the last CSR provided very good customer service, by bending the procedures and getting his supervisor to authorise something out of the ordinary - you don't seem to accept this explanation.

The other CSRs were following the process (as I am sure you know, that best customer service is usually due to consistency of service), but the last CSR "bent the rules" for you, and you seem unhappy about it.

Now, I understand your point that the others should have "bent the rules", but some people have more confidence in doing this sort of thing than others, and I can guarantee (having provisioned Call Centres and worked for a Customer Service outsourcing company) that if someone "bends the rules" too often, this is sub-optimal in their career path in the company.

Re "personal abuse*" - you really, really need to learn to differentiate between "disagreeing with you" and "personal abuse".

*btw, saying someone "had blatantly lied to me", as you did in your OP, is personal abuse.

[Tim Deegan]

Originally Posted by Hugh

But Tim, lots of different people have tried to explain to you that they believe the last CSR provided very good customer service, by bending the procedures and getting his supervisor to authorise something out of the ordinary - you don't seem to accept this explanation.

The other CSRs were following the process (as I am sure you know, that best customer service is usually due to consistency of service), but the last CSR "bent the rules" for you, and you seem unhappy about it.

Now, I understand your point that the others should have "bent the rules", but some people have more confidence in doing this sort of thing than others, and I can guarantee (having provisioned Call Centres and worked for a Customer Service outsourcing company) that if someone "bends the rules" too often, this is sub-optimal in their career path in the company.

Re "personal abuse*" - you really, really need to learn to differentiate between "disagreeing with you" and "personal abuse".

*btw, saying someone "had blatantly lied to me", as you did in your OP, is personal abuse.

You seem to think that it is good customer service to mess customers about, so that they have to make 4 phone calls to sort the problem out do you???


They only had to bend the rules to sort out their own mess. And thy initially tried to lie to get out of sorting the problem. This is not bending over backwards.


And there is NO EXCUSE for lying