Awful experience with Virgin Media Awful experience with Virgin Media. Issue still to be rectified after 3 months of going back and fourth with different departments in their customer service. Renewed our contract with them agreeing a price of £101. First bill to come out was £157.97. Spoke with customer services and they admitted error and apologised and confirmed that they could not meet this deal but offered a new deal of £104.95 which we agreed to. Next bill again £157.97. Spoke with customer services again to be told they had notes of this but that they hadn’t updated their system. Agreed we would be refunded the overpaid amount. We didn’t receive a refund or credit and have today been charged £130. On the phone to customer services again today for an hour and 15 minutes to rectify as we have overpaid by £130 in the space of 3 months. They have told me they have no record of the original contract and therefore can only credit us £81.95. After getting nowhere with disputing this, have agreed to be refunded this amount until a manager gets in contact with us, although we have requested a call back from a manager for the last 3 months and have received no correspondence. Finally spoke with someone who has offered to file a complaint so we are assured to get a call back from a manager between 48hrs and 7 days from now. Asked to amend our package deal due to issues we have experienced but have been told they cannot do this due to being 3 months into the contract, even though they have yet to rectify these ongoing issues. We have been quoted just shy of £2000 to cancel our contract altogether. Absolutely appalling service and an absolute scam of a company. I have explained the extra £130 that we have overpaid is a weekly food shop for us and our 1 year old, yet no sympathy for the error on their end and no resolution. Would not recommend using this company!!!!! Date of experience: 30 September 2024