Virgin media

[staz]

Hi!

If you've followed other posts of mine you'll realise I've recently moved house but I'll start at the beginning anyway.

Moved house recently, took my services with me (BB and landline) confirmed there would be no installation charge. They came and installed it, got it all working, sent me two bills. One for the old address for £0 transferred to the new account and a new bill consisting of about £16 from the old bill and address and £6 for the part month services since we've been in the new address. First problem, they've thrown a £5 fee for not paying by direct debt on top, why? because they didn't transfer it over correctly. Ok, called and sorted that one out.

On the 18th of this month I'm talking shop with the wife and she says "Virgin Media has gone out already, £25" I say "no way, it hasn't been set up yet, and the bill is only £22, I said we'd pay this one over the phone soon and then set up the direct debit again at that point when I called to complain about the fee"

So I call and go through three customer service people, nobody can see what the money is taken for, they can't see anything credited to my account or billed to my account, very strange. Then the fourth guy in the line said "you've been billed for a work order here, £25 installation of TV services"

I say "well, we don't have TV services, we haven't requested them, we haven't had them installed and we are not using them" he says "I know, I can see that, this is very strange, someone from a department here has authorised this on your account for no reason, they shouldn't have even been able to use the direct debit to remove money, I'll talk to my manager and call you back"

He calls back and says "I've talked to my manager and they'll be an investigation, I've sent out what is called a triple C complaint against this team and their manager is obliged to investigate this matter and report back, they'll contact you within 24 hours with more information and at that point they'll give you information on how you can start the process to claim back this money"

They haven't called back, though he said he was working again on saturday and if he sees nothing has been done about this he'll contact me again then. I guess I'll see tomorrow what is up, or I'll call them on monday. Strange eh?

[ASIIndustries]

If it was taken via D.D why dont you get in touch with your bank to reverse the charge under the D.D guarentee!

[staz]

I guess that is what will happen within a day or so either way, though I just thought it was interesting that someone technically.

1) Added a second work order to my account without asking me and without actually carrying the work out.
2) Took money for it.

The customer service lot were very alarmed at this!

[indebtstudent]

Yes under the Direct Debit guarantee you are entitled to an immediate refund. Banks and Building societies sometimes can't be bothered as they need to fill in a direct debit indemnity form, but if you insist there should be no problem. Then again it is the weekend so your options on that score are limited.

If it were me I would be pushing for some sort of goodwill gesture, they have set up an instruction without your permission, you might have need that money etcc blah blah. I would mention the regulator OTELO (I think??) or say you are considering contacting the press.

Some might find this a questionable motivation (get compo just because you can) but consider unless we punish this sort of behaviour is it going to magically stop happening?

[MARTIN3030]

Sorry have had to edit the thread title.
While as a victim of unfair charges against these people myself,its not appropriate and also against site rules to use libelous (or words which can be seen to be so ) against Virgin or anyone else.
I do agree however with the main message that you are putting out.