Quote:
Originally Posted by handyman
The problem Ben is that Virgin have offered a product (20meg broadband) over a contracted period (12 months) at a set rate (£37 less £12 Discount = £25).
I fully understand that there is a large amount of inconsistent and badly applied discounts but the thing to do in this instance would be to read the account history, contact the customer and have a system where a manager could login and apply the £12 discount making sure it ended in September as agreed.
What also should happen is that the customer should be contacted 1 month prior to that discount being retracted and offered to keep the service at £37 or downgrade back to the price point they were at. After all they customer only wanted 4mb service in the first place.
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Handyman thanks for that.
Virgin media cannot even get it right in the first place.
They said it was to do with my Telephone service, I do not have a Telephone Service with them, I am with BT.
They made out in the letter that a mistake was spotted, well it helps in the first place if the so called mistake relates to a bloody service I am getting.
Ben, VM are saying it was an incorrect discount, in my eyes, and certainly to my ears at the time it was 12 Months, why when I was seething with the PP speed on 4 meg I was getting would I agree to a £12 or one month reduction, around the time this happened it was well known for VM to give 12 months and that is what I heard from the agent.
The letter simply says that there is nothing to worry about that they will make sure in future I pay the correct payment, as Handyman says they have not even had the decency to do things right.
I am still awaiting a reply to my follow up email from them, I want this issue sorted to my satisfaction, not to the benefit of VM'S bank account.
---------- Post added at 13:36 ---------- Previous post was at 13:30 ----------
Quote:
Originally Posted by BenMcr
If you do not wish to keep the broadband at the price that it will now be you have two choices.
Either phone them up and see if they can give you a proper reduction based on the official price list, or close the account which would be actioned in 30 days time
I know it is a harsh choice, but the only way Virgin are going to move forward and improve their billing accuracy is get to point where all the incorrect prices are removed.
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Ben it was " a proper reduction " in my eyes that I got last year.
Aswell as removing " so called incorrect " prices they should get their facts right in the first place, particularly when writing to customers about accounts they do not have.
As I have said before that agent would not have applied the discount if ( a ) VM did not approve of it or ( B ) if he would have said it was only for a month, because I would have told him to pull the plug on the account.
I appreciate people having loyalty to their employer, but VM really do take the proverbial.