Virgin Media have the worst customer service and help lines I have ever experienced in my entire life! I only went with them because I used to have NTL and their service was far from great but
I signed up for broadband and TV @ £27.00 per month. OK. So I was told that the direct debit would be taken as £25.00 broadband and £2.00 for TV - strange but OK. This is because their TV payments are on a different system apparently.
I called them on the day of installation as I was disappointed with the amount of TV channels - I was told by the girl on the phone that I could have a free upgrade to XL for 6 months; cool right?! WRONG!!
Over the next couple of months they charged me double; when I contacted customer services and after nearly 1 hour and 15 minutes on the phone; was told things such as "why would we upgrade you free of charge? " and "we would never have said that". I did explain to them that what they're doing is completely illegal - consumers have rights, but still they refuse to refund me.
The bills from Virgin are still incorrect and they are still charging me wrongly – I have now canceled all the direct debits and my services have been revoked; which is an inconvenience but they won’t cancel my contract either – f**k them, see you in court!
As consumers we are covered by the law and I’m sure that must include:-
The Sale of Goods Act 1979 (as amended)
The Supply of Goods & Services Act 1982
The Consumer Protection (Distance Selling) Regulations 2000
I am now going to write to the CEO of Virgin Media and ask for an explanation and refund to sort this out once and for all; failing this I will contact Ofcom (http://www.ofcom.com), after that the bank as they may have breached the direct debit guarantee (but I need to check this first) and maybe BBC watchdog. If every disgruntled customer does the same we have more of a fighting chance against them. This company cannot get away with the mistreatment of its customers and someone needs to be accountable and resolve these issues and stop selling services on the say-so of false information.
Joey
PS. In case anyone wants it the address for the CEO of Virgin Media it is:
Steve Burch
Chief Executive Officer
Virgin Media Ltd.
Media House
Bartley Wood Business Park
Hook
RG27 9XA
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