Virgin Media Media Customer Charged Twice

I signed up at the end of August for the size m, which was meant to cost £10/month for 12 months (then increase to £18/month) VM also took the £25 set up fee, which was meant to be deducted from my first bills.

Their mistakes

1. initially nothing worked (after I received the modem etc), the main cause of this (apparently) was that they'd created 2 accounts for me, and actually sent 2 cable modems and welcome packs. I sent one of these back immediately, unfortunately the wrong one. The "MAC ID" of the box I had decided to keep was wrong, so my internet didn't work. Eventually (after about £20 worth of calls) this was fixed. I informed them of their mistake (setting up two accounts) and also that for one of these accounts they had spelt my name incorrectly.
2. since getting it working, the service has been fine; however VM still think I have 2 accounts, and have sent debt collection letters with regard to one of these accounts. Apparently they have now "sorted that out".
3. since paying the initial £25 (in August) I've been billed a further £34.80; VM now claim that the £10/month offer never existed; although its plain to see using web caches (Google at the moment and also archive.org, and here is a screen shot of the offer and here is a screen-shot from the home page) that the offer did exist and was publicised.
4. after the £34.80 direct debit had left my account, I got two bills (one for each of the accounts in my name). One said that I owed VM £15 - I don't know where that figure came from, its neither the £10 a month I was quoted, or the £18 a month that VM claim I should be paying - and the other said that I was £28.50 in credit. I don't know where/how either of these figures were derived from.
5. One of VM's Indian call centre agents told me she had applied a discount of £8 a month to the account, so it would work out at the quoted £10/month. I'm yet to see if this actually happens, however she said the money I've already paid is non-refundable. Also the discount will only last until april, when if I phone up again, they claim it will be applied to my account again.

All I can say, is that they appear to be completely shambolic, thoroughly annoying; and probably willfull in their over charging of ill-suspecting customers. Disgraceful.

At the time VM was obviously the "best value" un-metered 2MBit connection available. Having been subjected to over priced support numbers and customer care centres, and being over charged by 80% - it obviously is not!

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