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Can I charge Virgin Media an admin fee for dealing with their repeated incompetance?

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Hi Caggers!

 

Brief History.

 

I was a legacy customer (old Telewest customer) since 2005.

 

The last contract renewal was in 2007 when I moved house the previous time, so contract was well out of band.

 

Notified them in December that I was moving and would like to take my services with me,

they said sure, no problem and could probably provide the services I wanted.

Great.

I moved house 9th January.

 

I contacted them on the 19th January to find out what was happening with my service installation at the new place.

 

 

Was told the service was activated on the 17th.

That would have been a miracle as the house has no cable through the wall.

Upon asking them to check, they had reactivated the service at my OLD address.

 

Having established that this was their fault, and establishing that they did not in fact operate in my new area they agreed that the account was closed,

I owed them nothing further and in fact was due a refund of £21.

Result! Phoned Sky and got a great deal.

 

3 weeks later they send me a bill for a months worth of charges.

After swearing at the statement I calmed down and called them.

Explained everything to them in great detail

(had to repeat myself a couple of times because, overseas call centre),

they apologised profusely and said I dd in fact have nothing to pay

(no mention of the refund though) and to disregard the bill.

 

2 weeks ago I get a reminder that I still owe the amount on the recently provided bill.

Off I go to tweet my displeasure to Virgin Media in a lovely public forum.

They were on it like a rocket, very helpful and said it was now all sorted.

 

Monday I get a threatening letter saying pay up or they'll pass it no to a collection agency,

and today I get another bill!

 

I want to charge them an admin fee for dealing with this cr*p and having to put with the stress!

 

Advice please, how do I deal with these muppets?

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Send the CEO an invoice and 14 days to pay up.

Calculate your time at your normal rate of pay.

If they don't pay within 14 days send a letter before action and after another 14 days file a claim through mcol.

At the same time complain to the ombudsman, forget about call centers and stay off the phone.

It might be the wrong approach but this is how I gained their attention when I stupidly went back to them after being stung the first time.

 

CEO email: tom.mockridge@virginmedia.co.uk

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And dont forget to ask for your £21 back too


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Right, now I'm livid, got home last night to find they'd passed my non-debt to Moorcroft!

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How if they owe you?


PLEASE HELP US TO KEEP THIS SITE RUNNING

EVERY POUND DONATED WILL HELP US TO KEEP HELPING OTHERS

 

 

I am not legally trained or qualified, any advice i offer is gleaned from experience and general knowledge, if you are still unsure after receiving advice please seek legal advice.

 

 

 

GEMHL Settled

Barclaycard Settled

A & L SETTLED IN FULL :lol:

Spml Reluctantly withdrawn

Blackhorse pre 31-7-06 Demand removal sent 23 8 06. ICO ordered removal jan 2007....REMOVED:lol:

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Like so many call centers, one person doesn't speak to the other and not enough notes are attached to the account. Is it is as you say incompetence or poor training.

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Did you write to the CEO?

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Hi Guys,

 

Yes, I have emailed the CEO directly. Got home from work today to find another pointless letter for MDR.

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Hi Guys,

 

Yes, I have emailed the CEO directly. Got home from work today to find another pointless letter for MDR.

 

In biro or crayon ? :madgrin:


We could do with some help from you.

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How do I escalate this?

 

Have heard nothing from the CEO in reply to my email dated 22/03/16.

 

Just checked my Clearscore file and they've registered a default on my account.

 

I'm seriously ticked off!

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Ok so a little more detail please.

 

how much are MDR saying you owe them?

 

Who has registered the default?


PLEASE HELP US TO KEEP THIS SITE RUNNING

EVERY POUND DONATED WILL HELP US TO KEEP HELPING OTHERS

 

 

I am not legally trained or qualified, any advice i offer is gleaned from experience and general knowledge, if you are still unsure after receiving advice please seek legal advice.

 

 

 

GEMHL Settled

Barclaycard Settled

A & L SETTLED IN FULL :lol:

Spml Reluctantly withdrawn

Blackhorse pre 31-7-06 Demand removal sent 23 8 06. ICO ordered removal jan 2007....REMOVED:lol:

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who has registered a default?


please don't hit Quote...just type we know what we said earlier..

 

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who has registered a default?

 

£71

 

Looks like Virgin Media registered the default.

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How do I escalate this?

 

Have heard nothing from the CEO in reply to my email dated 22/03/16.

 

Just checked my Clearscore file and they've registered a default on my account.

 

I'm seriously ticked off!

 

Send another email quoting your first and say simply 'I thought you would at least have had the courtesy to reply to me'.

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Have they sent a bill either by post or email for this amount?

 

Seems very strange for them to jump straight to a default when allegedly they owe you. Maybe worth a call to get a copy bill emailed if you have moved.

 

It may shed some light on whats actually going on here


PLEASE HELP US TO KEEP THIS SITE RUNNING

EVERY POUND DONATED WILL HELP US TO KEEP HELPING OTHERS

 

 

I am not legally trained or qualified, any advice i offer is gleaned from experience and general knowledge, if you are still unsure after receiving advice please seek legal advice.

 

 

 

GEMHL Settled

Barclaycard Settled

A & L SETTLED IN FULL :lol:

Spml Reluctantly withdrawn

Blackhorse pre 31-7-06 Demand removal sent 23 8 06. ICO ordered removal jan 2007....REMOVED:lol:

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Have they sent a bill either by post or email for this amount?

 

Seems very strange for them to jump straight to a default when allegedly they owe you. Maybe worth a call to get a copy bill emailed if you have moved.

 

It may shed some light on whats actually going on here

 

Paperless billing, but yes they have emailed me the bill with this amount, despite telling me 3 times now that I don't owe it.

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If tweeting is the only way to get a response i would be tweeting from the rooftops and following it up with an "Official Complaint".


PLEASE HELP US TO KEEP THIS SITE RUNNING

EVERY POUND DONATED WILL HELP US TO KEEP HELPING OTHERS

 

 

I am not legally trained or qualified, any advice i offer is gleaned from experience and general knowledge, if you are still unsure after receiving advice please seek legal advice.

 

 

 

GEMHL Settled

Barclaycard Settled

A & L SETTLED IN FULL :lol:

Spml Reluctantly withdrawn

Blackhorse pre 31-7-06 Demand removal sent 23 8 06. ICO ordered removal jan 2007....REMOVED:lol:

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If tweeting is the only way to get a response i would be tweeting from the rooftops and following it up with an "Official Complaint".

 

I have been, their responses are as useful as a chocolate teapot! Full of fake apologies.

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Time to send a lba.

Don't be afraid to start court proceedings against VM.

Fortunately, despite being a giant company with unlimited resources they have not managed to buy the British courts yet.

If we're not careful we'll probably end up with privatised Virgin courts one day...

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