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Virgin Media billing issues


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I had my first bill generated and my direct debit cancelled for some reason (you need to set up a DD to go for the quick start option) however they inststed I never set one up and my bank confirms it was.

 

Due to issues with wifi I was given a free powerline adapter.

I shortly noticed a £58 credit on my account which I believed was a goodwill gesture as the first bill came to close to £95.

 

As the DD was cancelled I was only able to pay on the website which stated £34 was still left to be paid. I paid this and the account clearly stated the balance on the account was £0 and everything was settled. Great I thought!

 

I've got my second bill this month and its £95 again! Went on the live chat to be told I never paid the bill in full last month. I have screenshots which show the balance was all paid and the account had a £0 balance.

 

No explanation, just that oh it must just be our billing systems updating and then they ended the chat.

 

Where do I stand with this?

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I don't think their billing admin system is that great. You probably did clear what was due and the paperwork received was produced in their system before it cleared.

 

Suggest you leave it and if there is a problem use your virgin phone line to call free of charge to customer services. Register a complaint if necessary.

We could do with some help from you.

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