Virgin media are just terrible! - This is long!

[indebtstudent]

Looking for a little advice here as I am aware Virgin's customer service is less than stellar (and that's putting it politely!). Anyway the situation is detailed below and I'm just looking for suggestions really from you guys re what I should do next.

Approx one month ago I cancelled my direct debit with Virgin Media as, when they were NTL, two bills were icorrect by large amounts (£30 is a lot when it's the rental for your whole package!). Twice I contacted them and was assued that it would not happen again.

The second time it appears they were telling the truth and indeed it did not happen again. I have had minior probs like services being suspended for noa pparent reason and when the tech guy came out he was so annoyed he gave me an upgraded box as he said the prob could've easily been sorted by the people on the telephone.

Anyway since Virgin Media have taken over I am totally underwhelmed. first they insist on charging when people don't pay by Direct Debit, a charge I did not agree to and also believe other people have had refunded. They also do not automatically put you on the 3 for £30 package, althouhg if you phone up they do (way to look after existing customers there).

I cannot understand the online banking details given on thier bill (which is strange given that I work for a building society!) and so cannot pay by my chosen method. When I complained about the service I had recieved, and the fact they were basically not offering me the best value, they upgraded my TV package for free. They would not budge on the non dd amin fee even though the guy did have a clue how it was calculated.

He promised me a copy of thier T & C's (I was just being difficult here) and an explaination of how the charge is arrived at. Neither have bene forthcoming. I have e-mailed and sent a letter only to recieve an automated answer to both stating they will reply within ten working days. That was about three weeks ago.

I have also recieved, out of the blue, a note saying I must pay £12 immediately with no explanation whatsoever. I haven't made a payment and no services have been suspended.

I realize I'm probably going to have to phone them again but how can I make it not sound like a rant? My preferred route would be writing and I did consider popping something recorded address to the director.

My main point in the letter I did sent was that I was a happy ucstomer of NTL and hand't considered moving (slight exageration), but my difficulty is that, if I do leave I don't have a BT line and I believ emost other broadband providers need a BT line present. Last time I checked it would cost £65 for BT to install a line.

I'm thinking of sending one more letter spelling out exactly how non existent thier customer service is and hoping for a decent response because, truth be told, I really really don't want to have to shop around for different providers. I'm not going to tell them this of course but it does make me a little hesitant to play the I'm leaving gambit.

Thoughts/ suggestions welcome.

[buzby]

Some observations, NTL have charged for non-DD long before VM took over. It is the late fee that came in late last year (again under NTL, but only really noticed under VM). My bank has NTL/VMs banking details pre-stored as a 'Utility' all I needed to add was my account number for the payments to be credited.

The billing system is dreadful, and I have found often that there are 2 different amounts owing, what it says on the Bill, and what the on-line service says it is. (The latter is correct). By paying the correct lower amount, this flags to the billing system that I've short-paid my printed bill and all the late fees then get applied.... it would make you scream!

[indebtstudent]

Argh That's it! The last straw, I don't care what else is available I'm not dealing with this bunch of fools anymore. My bill came today, along with the £5 non dd fee and the £10 late payment fee (which was only there because I couldn't understand their online payment instructions). They have now put the aco**** number I need under the relevent section of the bill. This is the only positive thing they have done today.

So... my bill. I confess I can't make head nor tail of it, there are discounts and corrections all over the shop. Some are clearly duplicates as they cover the same period. Impressive. In total the service charges come to £68, strange considering I just switched to the 3 for £30 package. Indeed before that my total service charge was £35.50, and the idiots wonder why I refuse to deal with them by direct debit? If I had been away they would've whipped this out without me being able to do anything until I get back (that's assuming they actually have some staff to answer the phone).

They've outdone themselves this time, I was going to ring and query the billing department just for a laugh but I'm just going to hang on for 'retentions' (if they can retain me they are skilled indeed). Why am I not surprised there is a long wait on this option also?

I really don't understand thism what's the point of spending money trying to woo new customer then having terrible service? A waste of time on so many levels.

[indebtstudent]

Right I'm sick of holding so here's my letter, I know it's too sarcastic and chatty but I really don't care. Certainly the most fun letter I have written


I note you have completely ignored my previous correspondence therefore I have enclosed a copy for your reference. I did receive an automated response to my e-mail, and a letter saying you would reply within ten working days. Said letter was dated April 19th and I have heard nothing further from your organisation.

Most of the issues I highlighted in my earlier letter have still not been resolved; although I must give credit where it is due - you have finally come up with the revolutionary idea of providing customers with the full details they need to make a payment online. Please accept my thanks for this information as it allowed me to make a payment for the amount that I believe I actually owe your organisation.

As per earlier communication I do not believe your non-direct debit charge is fair or lawful and am still awaiting the breakdown promised by one of your representatives. I have already pointed out that I do not wish to pay by direct debit, as I do not believe your billing system is accurate. My most recent bill is truly a work of art and underlines my point beautifully. I cannot understand the billing section. My understanding is that I am currently on the 3 for £30 tariff and therefore I cannot quite believe the bill dated 30th April which claims a total of £68.33 for rental.

I also notice you levy a late payment charge and yet another no direct debit charge. Unless and until you provide some proof that it costs you £60 per year to accept payment from a customer I will not pay this fee. If I do not receive a satisfactory response to this letter I will proceed to claim this amount back in court.

I have discussed the most recent bill with a member of your team who did seem to know what he was doing. Unfortunately the problem is more complex than he anticipated and had to be passed to technology, although I can sleep easy knowing that they should sort the matter out within two weeks.

Frankly I do not see why I should make do with an adjustment to my next bill, as per previous letter NTL twice billed me incorrectly, the current bill makes no sense, and the individual I spoke to today confirmed the same system is in place. Accordingly I have paid the amount of [edit], which is made up of the spurious amount on the most recent bill (less the £30 which should never have been charged) along with the deduction of the three non direct debit fees, late fee and the difference between the £35.50 I was charged initially when 3 for £30 was on offer to all.

If you do not agree to the above then I regret to inform you that you must take this as my thirty days notice of cancellation as you are unable to competently bill me for the services you provide. I am sure your records will confirm that I am a profitable customer, but as a result of your frankly appalling customer service and levying of unreasonable charges to which I never consented, I shall have to look elsewhere for my services.

Ordinarily I would only discuss such matters in writing but in order to improve the way you treat other customer’s in future I would be prepared to accept a telephone call on my home telephone number on an evening. I refuse to spend anymore time waiting to speak to your staff and trust that the above clarifies my position. In light of the above you should not be surprised that I was unable to get through to the disconnections department. As previously suggested you are wasting time and money advertising to recruit new customers where your existing provision for customer service is inadequate.

[indebtstudent]

O c'mon someobdy must've been amused by my letter?

[racer1]

yes just nothing to add! presume no response?

[cheken]

hi was reading your post the only probs i have had with V/M was the billing, that was when it all changed over which was sorted the moment i called them up about it, oh and just to let you know that if you need to call V/M dial 150 on a V/M Line it will be free

[cathycathy]

Hiya - brilliant letter - hope you get some joy. Have just sorted my 5 months ongoing dispute with them - never again. Virgin on the most incompetant mobile co's i've dealt with. Never again. Best of luck.

[Boobaby]

Originally Posted by indebtstudent

Right I'm sick of holding so here's my letter, I know it's too sarcastic and chatty but I really don't care. Certainly the most fun letter I have written


I note you have completely ignored my previous correspondence therefore I have enclosed a copy for your reference. I did receive an automated response to my e-mail, and a letter saying you would reply within ten working days. Said letter was dated April 19th and I have heard nothing further from your organisation.

Most of the issues I highlighted in my earlier letter have still not been resolved; although I must give credit where it is due - you have finally come up with the revolutionary idea of providing customers with the full details they need to make a payment online. Please accept my thanks for this information as it allowed me to make a payment for the amount that I believe I actually owe your organisation.

As per earlier communication I do not believe your non-direct debit charge is fair or lawful and am still awaiting the breakdown promised by one of your representatives. I have already pointed out that I do not wish to pay by direct debit, as I do not believe your billing system is accurate. My most recent bill is truly a work of art and underlines my point beautifully. I cannot understand the billing section. My understanding is that I am currently on the 3 for £30 tariff and therefore I cannot quite believe the bill dated 30th April which claims a total of £68.33 for rental.

I also notice you levy a late payment charge and yet another no direct debit charge. Unless and until you provide some proof that it costs you £60 per year to accept payment from a customer I will not pay this fee. If I do not receive a satisfactory response to this letter I will proceed to claim this amount back in court.

I have discussed the most recent bill with a member of your team who did seem to know what he was doing. Unfortunately the problem is more complex than he anticipated and had to be passed to technology, although I can sleep easy knowing that they should sort the matter out within two weeks.

Frankly I do not see why I should make do with an adjustment to my next bill, as per previous letter NTL twice billed me incorrectly, the current bill makes no sense, and the individual I spoke to today confirmed the same system is in place. Accordingly I have paid the amount of [edit], which is made up of the spurious amount on the most recent bill (less the £30 which should never have been charged) along with the deduction of the three non direct debit fees, late fee and the difference between the £35.50 I was charged initially when 3 for £30 was on offer to all.

If you do not agree to the above then I regret to inform you that you must take this as my thirty days notice of cancellation as you are unable to competently bill me for the services you provide. I am sure your records will confirm that I am a profitable customer, but as a result of your frankly appalling customer service and levying of unreasonable charges to which I never consented, I shall have to look elsewhere for my services.

Ordinarily I would only discuss such matters in writing but in order to improve the way you treat other customer’s in future I would be prepared to accept a telephone call on my home telephone number on an evening. I refuse to spend anymore time waiting to speak to your staff and trust that the above clarifies my position. In light of the above you should not be surprised that I was unable to get through to the disconnections department. As previously suggested you are wasting time and money advertising to recruit new customers where your existing provision for customer service is inadequate.

Brill, let us know how you get on. Both my sister and I are with V/M who unfortunately are the cheapest for the three option! But by God it's true what my dad used to say when dealing with some people, you pay peanuts and you get monkeys!
Their turn over of staff is unbelievable, you never get to speak to the same person twice and I'd love to know what 'charm' school some of them have attended as their attitudes suck!
Had major problems about five years ago and to get a very very long story short my line was working in conjunction with someone else (like the old party lines for some oldies!) but unfortunately I was paying the bill for both lines. I used to get bills of £300 + a month!!! Took me 18 months to sort it out. Told me they wouldn't disconnect the line as the problem was with them - they did!! Told me they wouldn't be billing me anymore - they did!! Told me they wouldn't chase for payment - they so b****y did. In the end I wrote to the regional manager and demanded it be sorted by them within the week - they did!!
Now I just pay via DD, check my bills, always something on there that shouldn't be. I phone them they take it off and we continue the process the following month.
Sorry for the rant and I hope you can sort it out...

Boo x

[indebtstudent]

I today recieved a letter!

Unfortunately it was the standard rubbish saying ten days to reply... My notice better start from the day they recived it (sent recorded so should not be a problem).

If they don't sort this out I'm going to fire another one off to the director, whoever that is, as this is not acceptable.

[greenrizla]

I would suggest you direct your complaint directly to Steve Stewart, Managing Director of Customer Care at Virgin Media. Whilst I cannot guarantee your complaint will be resolved to your satisfaction, you will at least be contacted by someone from Virgin Media senior management team who take all complaints a little more seriously than the call-centre staff.

In instances such as persistent overcharging you are well advised to cancel direct debits until the matter is resolved. Do not attempt to resolve the matter with the call centre staff contact Virgin Media senior management directly, informing them why you cancelled your direct debit and requesting that they resolve the matter to your satisfaction. They will normally contact within 48 hours of receiving your complaint with a resolution.

[bluejay]

Wow sounds like your having as much fun as me!! Where do I start - not one correct bill (been with them since Sept 06, started as a TW customer). If you want to change a package, change ownership of the account or in effect change anything the you get charged DOUBLE the upgrade fee. When things go wrong as by all accounts they so definatley have, apart from 3 I have never dealt with such a bunch opf incompetants!!!!!!! There are as with any company a few exceptions, but that has led to nothing.

In brief one month after I started decided to upgrade telephone package to double number of minutes which was for the first 3 months the same price as the original package. Started on 3 for £30 with 200 mins telephone time that cost me £9 per month so total DD each month should be £39 unless my maths has seriously failed me!! Upgraded minutes to 400 at an extra £8 per month after the 1st three months, so again unless I am wrong months 3,4 and 5 of contract should be at £39 and then increased to £47.

As I said not one correct bill, they took too much on DD a couple of months ago and after numerous calls admitted it was their fault and said any bank charges would be covered by them, which I agreed to, sent proof of charge and was promised that the money would be returned direct to bank account. The person I was dealing with went on holiday and despite sending a letter addressed directly to her, it was intercepted before it got there and "dealt" with. I spoke to a member of the CS team and she said that they had applied another adjustment to my account, I told her this was not good enough and I wanted what was promised (i.e money refunded to bank account) so she said she would issue a cheque to which I agreed and has never materialised. Got a call from Colin in the Customer Loyalty (to be read as we f****d up now I am going to try and keep you as a customer team!!!) and it appears that a cheque was never issued!!!!!! Told him I wanted it sorted - also told him was very p****d off that a personal letter had been intercepted and wanted a resolution to all this so I am now calmly waiting a phone call which I am sure will never come!!!

Also complained that for those of us on the basic package are not getting what we paid for. First off they remove SKY ONE et al, OK so was well publicised and they are allegedly fighting to get this back. They replace it with what they consider a suitable alternative under the Guise of Virgin Central (channels 120 and 121) both of which are exactly the same. Then they remove Paramount Comedy.

I am as you can imagine furious with them, so I don't think I am going to wait for this phone call, it looks like it is time for pen to paper again, think I will cc Sir Richard too

Anyway sorry to hijack the thread a little but I am so p****d off by it all.

Let you know what happens.

Bluejay

BTW is the CS address in Swansea any good or is there another address for this Steve Stewart??? Thanks

[indebtstudent]

Don't worry about it, at first nobody was watching so feel free to vent your frustrations.

I had to laugh today when I bought a local paper guess who's recruiting...

They're paying nearly 19,000 for Customer Relations Executives (and I quote) who can keep people happy. Who's going to train them I wonder?

[indebtstudent]

Send the e-mail got this reply at nine thirty the next day

Steve Stewart has received your email and has asked me to contact you to discuss your concerns. I am so sorry that you have had such a poor customer experience with us. I do assure you that you are a valued customer and I am most concerned that you feel you have been treated with contempt.
I would very much like to discuss the issues you have raised and would appreciate your contacting me on 0845 234 0752, extension 6184. If you are using a mobile phone please advise me immediately I will call you back.
I feel that I have resolved your billing issue but need to discuss this with you. I am working from 0845-1700 hours this week; I will also be working overtime on Sunday so if you feel this would be a more convenient day, please also advise me.

[meagain]

Originally Posted by indebtstudent

I would very much like to discuss the issues you have raised and would appreciate your contacting me on 0845 234 0752

You've got "Customer Concern" in Wythenshawe. Prepare to be distinctly unimpressed. First, they feigned ignorance ("No, we don't have any record of the dozens of phonecalls or the three letters sent by special delivery"). I called them later to chase the progress on the complaint (a copy of which I had emailed to the woman at CC, which she had acknowledged), I left a message saying that if nobody contacted me I would have to go to court. I called a week after this to tell them that nobody had contacted me, and asking to know why - they told me that they were told not to take any further action because I was going to court!