I was wondering if people could advice me on my current situation with Virgin Media.
Mom and Dad have been with Virgin Media for about 15 years now. The price we was paying was a lot more than new customers and we only had the tv and internet package. I encouraged my Dad to phone retention's to get a better deal. Having spoke to retention's they offered us a better price for our internet and tv, whilst supplying a new Superhub 2 box and a brand new TIVO box. They tried offering us a package which included a phoneline. My dad didn't want that, and said do we need to have that as a part of the package. The person on the phone said no and put it through to us. My dad asked if the new superhub and tivo box would be free, which the man replied yes.
We had a contract come a few days later which stated that our new monthly charge would be 54.99 and for the new 18 months there was a promotion which would take 4.00 off. So in total we would pay 50.99 for the first 18 months. We contacted retentions back in late July just gone.
Now here's the problem. My mom got a bank statement today showing that Virgin had taken 67.65 for November and 87.65 in December. We are still sifting through to see the months before hand.
My dad phoned up this morning and the person he spoke to was very rude. "I don't see what your problem is".
The guy at Virgin had said that it's that price because the package doesn't include a phone and that the money is for the service charge of installation and the cost of the new tivo and superhub 2. Having gone round in circles, and they guy constantly being rude to my dad, my dad said he didn't want it any more.
I have a contract here that states the prices of how much we would be paying on a monthly basis and also on the contract it states "other items and charges". Which under that it says "*Loyal Customer", Manned Installation charge, tivo box activation fee. £0.00
I'm just not sure what to do and my Dad is really flustered. Can anyone help?
Sorry about the long winded story.
P.s also we were apparantly charged for our 30mb broadband being upgraded upto 50mb.
Also when we got the Superhub 2 it was a few months after, after we complained about the Superhub 1 constantly dropping out. The engineer came out and said that the box was free.