Virgin-Land line 6months of charges!

[pwilk47490]

Hi guys,

 

I have just had my Virgin media bill through totalling a whopping £262.

 

Looking at the bill it appears they have back-dated all (chargeable) phone calls for the past 6 months all in one go!

 

Phoned up customer services who admitted there had been a mistake, but I will still have to pay the charges.

 

I asked for it to be escalated, of which I am still awaiting a call back.

 

Are they allowed to back charge 6 months due to their error?

 

 

Thanks in advance everyone!

PAUL

[buzby]

Yes - but only if you actually USED the phone to make those calls. It is expected you would have noticed they weren;t billing you, and an expectation of a bill for the earlier consumption to follow. They MAY agree to a staged repayment, but they don;t have to.

[MARTIN3030]

Welcome to the forum PW.I suggest that you put something in writing and keep a copy.

VM are very good at saying one thing on the phone but rather shy when it comes to agreeing anything in writing.

Whether their arguement is that there was an "expectation" for you to pay earlier charges,they have admitted they made mistakes and must share some responsibility in those failings.

You may find that you get a more speedy response by contacting higher up.

Although they are within their rights to seek full payment outright,you should be given opportunity to clear the arrears without any hostile actions or threats of disconnection-if theres any signs of that ensuing then we can advise on a course of action.

Keep us posted.