I have been a customer of Ntl World / Virgin Media for over 20… I have been a customer for over 20 years originally with NTLWORLD and then Virgin Media. Since reviewing my Contract in December 2020 I have had continual issues with my Monthly Bill. Every month it is incorrect as they "forget" to reduce my bill with the loyalty discount and issue a bill that has not even the Contractual price of £53:50 . Each month I spend hours on the phone to different departments and get nothing but worthless promises and meanwhile my discounts add up and I have over payed on numerous occasions but no one wants to take ownership of the issue but can't get you off the phone quick enough. I will give you an example of my most recent experience. On the 15th of July I spoke on the phone to a member of Team 1 who "couldn't do anything" I them insisted on speaking to a manager/supervisor from Team 1 (Retention Team) who clarified I was own a £21:00 credit. I asked could this credit be added to my current bill due for payment on the 29th July 2020 but was told no as the bill had been generated. This I knew was a lie as a few months earlier another manager had did it. As the call went on I agreed to have the £21:00 deducted from the August bill on the assurance that it would be actioned. Later that day at 10:45 and 16:00 I received 2 emails from the Manager/Supervisor stating that my August Bill would be £53:50 minus the £21:00 credit making the payment due £32:50. Ok now step forward to the 13th of August when my bill was generated and yes you guessed right, no £21:00 credit and bill generated at £53:50. I spent most of the day on the phone trying to contact the Manager /Supervisor who had made me the promise in July with no luck. 2 of the call center staff told me she was on duty and they would send her a email to contact me. I had already sent the Manager/Supervisor numerous emails with no response. I also had a call center member of staff tell me around 16:00 that she would look over the notes and come back to me before the close of business on Friday the 13th August I asked her were the calls recorded and if so could she listen to it to get the facts. I also found out she was able to see the emails sent to me on the 15th July and I asked was this not enough evidence. She said she would look all over the case and I'm still awaiting a response at 21:00 on Sunday 15th August. I have just sent the Manager / Supervisor a further email stating unless I hear a positive response by 16:00 on Monday 16th Aug I will be escalating the complaint to the Chief Executive of Virgin Media and forwarding the complete story to BBC Watchdog consumer programme. My advice to anyone who is considering joining this company DONT.