Virgin Media - Useless

[Kati]

Re: Virgin Media - Useless

So ... let me get this straight.
VM have put someone elses card onto your account and say there's nothing they can do to rectify it?? What a load of b***s!!! - If they can put it on there, then they can take it off.

Have you tried to get in touch with the man who's card it is?? I'm sure he'd want to know that it's been registered with the wrong account too :sad:

I do think that a follow-up email to the ceo outlining your disgust at their lack of customer service, their utter disregard of the DPA etc... The ICO should (IMO) definitely be your next point of call - but you could be nice and tell VM they have another 24/48hrs or so to make things right before you do complain to the ico. Maybe it'll make them take a bit more notice of you

[Amethyst]

Re: Virgin Media - Useless

Nope, Not VM - Mr Neville - another Virgin Customer ( who appears to support the Nottingham Panthers) ... I have had a hunt on FB and found a Neville family in Nottingham but no one of the right initial.

'' It appears that when Mr Neville made a payment he has entered the incorrect account details which has linked his card details to your account and overwritten your online payment details.''

I am being nice but I first called them on the 2nd Feb and we're no further forward.

[Kati]

Re: Virgin Media - Useless

Nope, Not VM - Mr Neville - another Virgin Customer ( who appears to support the Nottingham Panthers) ...

fair enough - but there should be something VM can do to sort it out! If they can find out who Mr Neville is (they'll be able to find his account details in their database) then they can make sure he knows what's happened and get him to register his card on the correct account.

Do you know if any payment was made on yours (with his card)?

[Amethyst]

Re: Virgin Media - Useless

Doesn't seem like it, and I could just remove it and put my own details back, but the point is HOW did that happen ? Could other customers 'accidentally' get my billing info, films watched, telephone numbers called - things like that.... (I don't care myself but some customers might not think that is such a great plan ) - ie to change card details he'll have had to log in to my account via telephone - he changed card details, but did he listen to automated account balance / call check etc ? It shouldn't happen, there's enough passwords and hoops I have to jump through when I call Virgin - so it shouldn't happen - therefore it must be a fault and they SHOULD take it seriously.

[Nibbler]

Re: Virgin Media - Useless

They may be internally, but these companies rarely admit any problem with their systems unless completely forced to with their backs against the wall. They hope to either ignore it or quietly fix it.

[lord monty]

Re: Virgin Media - Useless

I've got a similar problem with Virgin Media. Someone accidentally paid £90 into my account via the automated service, using a credit card. My bill for Dec 2015 should have been £13.78, because as usual, they messed up my bill for November, and I complained bitterly about it, and got all the previous late payment and admin charges withdrawn. So now, they wanted £120.25 for December, (£30.25 instead of the agreed £13.78 + this bogus £90). Because I didn't have (thankfully) £120 in my bank account, the bank has charged me £10 for insufficient funds etc .This made me very angry, so I cancelled my direct debit with my bank. The next bill was for £150.25. This I ignored; then got another bill demanding £190.25, so I rang them and said the £90 was their fault, and not my problem, and that I had had enough and was leaving. "Oh it is £142.23, because you were cut off". Everytime I ring, I get a completely different answer - to test this I rang three times in one day - and got three different idiots on the other end. They have now resorted to threatening me with "referral to their debt collection agency". I am Autistic, with Asperger's Syndrome, things like this scare me, so I reluctantly agreed to pay £142.23, just to get back online again, paying £42.23 from my debit card, AND agreeing that they could take £50 from my bank account the following Tuesday, followed by ringing them up on the 16th of February (my Birthday), paying the remaining £50 and having to set up a new Direct Debit with them (Starting a new 12 month contract)). However, I know that I'm being ripped off, so on Tuesday I went to my local branch and drew out £250 in cash, leaving enough in to keep my account open. I'm not gonna let these Bastards have any more money from me. But please help me, what do I do to resolve this?? Its all very stressful for me, and I have hypertension as well. And another thing; their crapulus "Customer Service" costs me money every time I have to ring and sort out another bill they have mucked up - 0345 number is expensive, so VM are making money as well by having such a shite service. Also, it is effecting my credit rating.
VM is a money making machine, they care not about long-term customers, its all "sign up as many possible new accounts"; had I known all this last year, before getting VM internet, I wouldn't have touched them with a barge pole. Tell all you're friends, stay away from Virgin Media - I used to think BT had terrible customer service, but Virgin are on a different planet. (In a Galaxy, far far away) I just don't know what to do, its making me depressed, I just came out of a three year long depression in 2014, in December. Who do I contact to complain, without having to go through all the hoops of "customer service", VM are a bunch of liars and will tell you anything to keep you paying.

[Amethyst]

Re: Virgin Media - Useless

Email Virgin Media CEO Tom Mockridge - tom.mockridge@virginmedia.co.uk

0345 number is same cost as a local rate call. You can try this one 01256 752000 for head office.

I don't understand where this £90 accidentally paid in has caused the issues with your bill. ( how does that even happen, it does happen, but how ! their telephone payment system must be better set up than a mistype of one digit would send money to the wrong account? surely ? )

What package do you have with VM ? You have to be a bit careful as some packages don't include the phone line 'rental' which seems to be +Virgin Phone line (£17.99 a month).

[lord monty]

Re: Virgin Media - Useless

Thank you for replying so swiftly.
I went to resolver website and used one of their templates to lodge a complaint via email, they filled in the technical side of it for me, and have emailed me to tell me that the email has been received. I have given up on ever sorting this out via the telephone, because VM Customer Services are a pack of liars and will never ever say it is their fault. They are obviously trained to obfuscate, mislead, falsify, and never record a complaint. All you get is a system designed to extricate as much money from you as possible, because no-one is accountable. Nothing is ever followed up, even agreements they make with you from a previous month are magically forgotten; to them it never happened.
They are the pits - words fail me. I am Autistic, with quite a mild form of Asperger's Syndrome, but I am also gifted with an IQ of about 130. What Virgin Media is doing must be illegal surely ??
Well, I hope that within 14 days they reply to my email, but if not, how to I take these bastards to court for Breach of Contract ???

Many Thanks for replying to me,

Mr Paul Kay

[lord monty]

Re: Virgin Media - Useless

PS: Amethyst

All I have with Virgin is the single Broadband package. It used to be 60 Mb, but has since gone up to 70MB (However, because they cut me off on Dec 17th I have no way of verifying that this is true.) I'm sure that there must be 10's of thousands of people in this country who are fed up to their back teeth with this lousy company. All I have ever wanted is to pay £30.25 via direct debit, to get what is (actually), a very reliable constant d/load speed of sometimes 6.4 or 6.5 d/load speed. BTW Amethyst is my Birthstone LOL. This whole thing about the £90 paid into my account "by mistake", is fishy in the extreme because its never happened to me before. In hindsight, it may just be VM mucking me about on purpose, because I swore and used the "F" and "C" words, over the last bill. I think they are a company which are vindictive enough to screw people around, because they know it is impossible to ever get any closure. You see, I have no way of proving that this person exists at all, because they refuse to give me a contact number to verify this.