[gmc]

I just received my Virgin bill which was for £131.20 which covers, VIP, an additional V+ box and voicemail.

I thought it to be too high although impossible to work out properly by myself from the information on the Virgin web site due to the additional V+ box clouding the issue.

Yesterday, I phoned to query the bill:

The first person I spoke to who was from a foreign call centre refused to believe that there was anything wrong with the bill and when she still refused to take my word that there was something wrong came back with the solution; the prices had recently gone up and that was the reason. I was not impressed and but couldn't see the point of going any further with her. What aggravated me here was also that she still went through the script they obviously have to read when finishing calls as if they are your best friend and really want to hope you have a great day etc.

The second person was also from the foreign call centre and she did eventually see that something was wrong but couldn't work out what. After several sessions on "hold"; she told me that she would have to investigate further and would phone me back within 30 minutes. She didn't.

This morning I phoned again and spoke to someone in the UK who was able to diagnose the problem in about 30 seconds flat. After about a minute she told me I should have been paying £97.75 and not £131.20. She also told me I had been overpaying since May and should be getting a refund of £104.85 which would be applied to my next bill(s). She was very helpful and the conversation at all times was chatty, not forced or scripted in any way.

These foreign call centres are a complete joke, half the time you can barely understand what they are saying; they slavishly follow the script, don't listen to what you are saying and are frankly an embarrassment.