Virgin Media - wrong DD details

[Klaus1508]

Hi - I wonder if anyone can help me. I took Virgin Media broadband package in December over the phone. I decided to go with them again for my new property considering a good service they provided for last few years at my mums house. I've rang Virgin and was connected to a lovely saleslady who walk me trough all the packages etc etc - she also took the order and all my details to set the account up.

 

I have obviously provided my 'bills' account details and was all happy to get the 'best' UK broadband. Sadly - probably my bad, I wasn't particularly bothered to check my acc if the direct debit was set properly... I've had reasons to check such details. As this acc was used purely for my and my partners household bill we had an estimated amount of money set to sent there each month and whatever was left was used on monthly basis ( as the bill vary each month there was usually left anything between 50 and 100 pounds.

 

Anyway , during all those month all bill from virgin were showing as paid with thanks... To our surprise all our services were cut off this afternoon! obviously we rang virgin after few hours to check what was the reason - shockingly the lady on the phone said that we have cancelled the DD and asked our bank to request all money paid back! and this supposed to be paid back ( £379 ) to our acc on 2nd of July!

 

Obviously this was impossible as we had no payments of such amount nor we requested this. After few minuted of explaining the customer service asked us for the bank account numbers - which not matched the one they've had on their system and they've been taking payments from for last 8 months! shocking! We've been told that they must have made mistake and assigned someones else bank details to our account! and once the poor sod who was paying our bill realized the direct debit was cancelled and they had to return all monies owed - admitting to their mistake they are now demanding full payment of over £379 ( which we don't have ) before the services can be recommenced! Is there anything we can do?!

 

This is absolutely surreal... Any help would be greatly welcomed

 

Thanks,

Klaus

Edited July 7, 2015 by Andyorch
Paras added

[unclebulgaria67]

All i think you could ask Virgin for is a gesture of goodwill from them. For you to pay a sum you can afford now and the rest over a few months. They might even think of offering a reduction given their mistake.

 

You have enjoyed the service and not noticed the debit going through on your account. So shoukd try to come to an arrangement.

[Klaus1508]

The only thing is - I've said that we don't have such sum right now as its like ball out of sky.. the woman said we could paid partially now and other part next month however the services would still remain disconnect until the full £379 is paid....

[fkofilee]

There you go

 

tom.mockridge@virginmedia.co.uk

[AndyOrch]

Time to escalate...dont deal with the desk jockeys...its their error not yours...so you should suffer no loss.

 

Regards

 

Andy

[tobyjugg2]

Time to escalate...dont deal with the desk jockeys...its their error not yours...so you should suffer no loss.

 

Regards

 

Andy

 

I agree.

Despite your good service, there are many, myself included who had continuous billing issues with VM all VM's fault.

 

There are checks in place that VM (or anyone) should make when DD's are set up, including names on accounts.

They clearly didn't.

 

DO NOT deal with their CS reps anymore, they pretty much always just point the finger at you, and in my experience say anything (Lie in my opinion).

 

Put your complaint in writing as suggested.

Ask for the details and phone call of the original set up to be checked and in the meantime that they should re-enable your services with a correct DD for the agreed monthly amount while the fault cause is investigated.

 

Make the point that the error should not have been made even if you did accidentally give and incorrect number, which you don't believe you did, also that a simple casll from VM could have addressed this far more equitably.

 

There is the point that you should have noticed, but you set up DD's for payments so bills do get paid.

 

My personal experience with VM over a long period of time and on multiple (many) occasions is that their billing systems AND process implementation is shocking inept.

 

addendum

I can imagine the horrible issues and repeated calls and fob offs the person who was being charged had to go through before eventually issuing the charge back due to VM simply not addressing the issues...

... Almost certainly the cause of the delay in getting to you.

[Conniff]

Can you throw a bit more light on the 'Paid with thanks' you say appear on your bank statement ?

Either it was paid or it wasn't and if not, then surely if you have been budgeting for it, the money should be in the account?

[tobyjugg2]

Can you throw a bit more light on the 'Paid with thanks' you say appear on your bank statement ?

Either it was paid or it wasn't and if not, then surely if you have been budgeting for it, the money should be in the account?

 

I believe he is referring to the VM bills, not the OP's bank statements Conniff regarding the paid with thanks.

 

I don't check every item in my bank statements, I just scan through for amounts PAID that look odd

"There is the point that you should have noticed, but you set up DD's for payments so bills do get paid."

[Conniff]

I believe he is referring to the VM bills, not the OP's bank statements Conniff regarding the paid with thanks.

 

I don't check every item in my bank statements, I just scan through for amounts PAID that look odd

"There is the point that you should have noticed, but you set up DD's for payments so bills do get paid."

 

I don't check every item either. Thanks for that, I misread.

[tobyjugg2]

Any update on this please Klaus1508