Zulf A.

Before I will put forward my letter of complaint, I would like to point out that I have been a loyal Virgin Media customer for over 20 years and never complained about my service and paid regularly.

Due to financial difficulties, I had to revisit my outgoings and that meant downgrading my services with virgin media. I kept asking my wife to kerb her using the Lan-line as she was racking up a bill by going over her 60 minutes window.

It seems that this was, not the case as highlighted by your CS. Virgin do not have any records reflecting my accepting the new off of £45.00 + £50.00 credit.

As I pointed out that I had to downgrade, it's beggars belief that I had to downgrade but stayed on a package, that was double and I could afford. A fool would not go ahead with the new offer.

The cs agent would not accept my concern, I then asked to speak to a manager, but was met with a statement " the manager will only tell you what I have told you" so it would be pointless. I asked again by the fourth time and she passed me to a line spokesman.

Why I never questioned the full price every month was due to the fact that I am registered as disabled/mental health and housebound in and out of the hospital and my only window is the internet and my wife's phone habits.

I also asked for a copy of the call to verify that was made by myself from my phone lines (0141 *** ***0 and 079 *** ***01) virgin media cs.

To cut a long story short, I asked the CS agent to weigh the difference between having a loyal customer who has never complained for 20 years against my word against virgin's record database the agent, in question, never updated my instructions (July 2019).

I have never questioned my payments and had trusted Virgin Media so why was there no help to provide me with a plan/ service.
Due to high charges, I have missed payments and occurred bank and virgin fees for missed payments and again, why as a customer orientated media a service provider never contacted me for missing paments resulting to Direct Debits cancellations.

I have made payments regularly for 20 years that amounts to over £19 000 and why cs chased up my instruction ( noted and should have flagged up if I had financial concerns).