My latest email to the virgin team:
just to let you know a few things:
i got another of the jokey bills through yesterday saying i owe over 50 quid. i know you are joking because as i said to the other two people, Victoria on 19th october, and Hashim in november i can only pay about 20 quid per month.
in case you forgot, i called twice to let you know when i had to cancel all my DD’s, as i had no money for a month.
Victoria from CS was really helpful and dropped the telly off my contract to bring it down to 18 quid a month.
also the telly box was due to be picked up. its still in my flat. shall we say 20 quid a week rent for that? so thats 13 weeks so far. 260 quid. ker-ching for me!!!
then the bill came in – 88 quid or so. i knew it was a joke and emailed to the CEO so he could share the fun. That’s when Hashim called me. we had another long and detailed chat -he agreed totally that it was unrealistic that i should pay more than a weeks worth of money (by then i had got 45 quid a week to live on), we agreed about 22 quid as i remember, but hey, check the recording. (by the way – when we had our last fun conversation in december, i asked for a message to get to Hashim to call me. still waiting for that one!- if you check the recordings you make, you will hear that he asked me to contact him if things didn’t go ok)
speaking of recordings, could you let me have a copy of those? i want to post them online so that the whole world can see waht a fun and caring company virgin really are. cheers. anyway, back to the plot! so like a good customer i paid a bill that turned up for 36 quid in november. strangely i was still in arrears. must be all these 10 quid charges for late payments. n
now this is where it gets really interesting… when the bill comes out online, if its not paid that day – another 10 quid charge gets loaded on. i know that you are joking with that.cos that would be just crooked, eh?
anyway – i paid the amount i agreed to, 23 quid in december and sent you my second email. i was getting the hump by then cos i didn’t realise thast its all a big joke really. come on, it must be eh?
i spoke to the lovely people at your social media team over the last few days, and they said they would sort it out.
anyway, just to prove what a nice guy i am, i am prepared to do the following:
forget all the nasty things you have said to me, ouch but i am a big guy so never mind.
keep it to the actual £23 per month without all these silly extra charges, (£5 for monthly payment and the £10 late charges.yuk!)
i will offer a token payment of £5 for the use of the phone for the dozen or so incoming calls i have had since i asked you not to re-connect me on 17th Dec 2012
if you want to confirm in writing thats ok, i will look forward to it.
cheers and have fun
—– Original Message —–From: “Virgin Media Web Team” To: “PauL B> Sent: Monday, December 17, 2012 2:45 PM Subject: Virgin Media Complaints Team (KMM102270710I15977L0KM)
REFERENCE : CCCCCCXXX
Dear Mr Barnard
Thank you for your e-mail dated 12 December 2012 I?m writing to you regarding the complaint you?ve made with Virgin Media. I am sorry for the time taken to respond to your query and the problem you have had. Following on from our conversation today is written confirmation of what was discussed.
I can confirm your monthly service charges are GBP 20.40.
BBL 30 GBP 27.50
Line Rental GBP 13.90
Payment Handling Charge GBP 5.00
Total GBP 46.40
Minus discounts of GBP 12.50
If you set up a Direct Debit on your account your monthly service charges would be
GBP 16.90 per month.
Your Talk Plant is Talk Weekend. Calls are free Midnight Friday through to Midnight Sunday. Calls included on this plan are 01 02 03 and 0870. please redial after 59 Minutes. Calls to Virgin Mobile are free. Please be advised Call connection fee does not apply. Virgin Mobile calls are free for the first 60 minutes. Calls to ‘active’ Virgin Mobile numbers are free. As with your calls, re-dial before 60 mins to avoid call charges. To be ‘active’, the Virgin Mobile number called must have originated a chargeable outbound call, SMS or data session within the previous 90 days. Remember that if you call a Virgin Mobile number that is roaming overseas, that number will still be charged any applicable roaming tariff, even though your part of the call may be free. Please note that new activations (e.g. new connections or numbers ported into Virgin Mobile) may take up to 72 hours to be recorded by our landline billing systems. Calls made prior to the number being recorded will be charged at the standard rate.
Thank you for your patience in this matter and allowing me the time to address your concerns.
Lynnette McDonnell Customer Complaints Team
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