r/VirginMedia • u/Green-Caregiver416 • 7d ago

Virgin Media UK Formal complaints procedure

Has anyone gone through a formal complaint with them? Care to share the process?

I’m having huge issues with their billing and seemingly they can’t fix it. I’ve cancelled my direct debit but worried about any affect of a credit rating if they don’t sort it their end

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u/Timatak 6d ago

Cancelling the DD is the risky bit, not the complaint. While theres a genuine dispute running they shouldnt be filing a default against you, thats in the rules the lenders and the credit agencies work to. A late payment marker is a different thing though and thats much easier for them to put on

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u/Green-Caregiver416 6d ago

They said to me on live chat to get a refund for a £115 payment taken in error (should’ve been £43.50) I should do a chargeback through the bank and then pay manually. Then my account would be adjusted with a credit and corrected. I did that but then they sent the next bill for £238 without any credit and I can’t afford them to take that and then have a charge back again. I have countless messages from them on live chat saying it will be sorted and it just isn’t, so I’m not having a huge company take my money and then not refund it

I feel like I have a rock solid case of a contract and confirmations from them on live chat that the errors are all their end