A Shocking Tale of Deception and Exploitation by Virgin Media I am compelled to share a deeply disturbing experience involving my 80-year-old auntie, who has been a loyal customer of Virgin Media for over a decade. Our recent encounter with this company has been nothing short of a nightmare, characterized by deceit, theft, and a blatant disregard for customer satisfaction. In June 23, 2023, my auntie was enticed with a supposedly attractive new deal, only to discover that her bills surged from £84 to over £100, far from the promised £46.50. To add insult to injury, the services provided did not match the agreed-upon package, leaving her with only weekend calls on her landline. Our attempts to address this issue have been met with a shocking level of incompetence and insensitivity. After enduring 90-minute calls, explaining the situation to three different representatives, we were assured that the call would be listened to by a manager, promising resolution. To our dismay, no callback materialized, and this cycle of unfulfilled promises repeated weekly for 4-5 weeks. Having spent over 12 hours on the phone, we finally spoke to a manager who offered a laughable excuse – the person responsible for the misleading deal had left, rendering it impossible to verify the call. The pinnacle of absurdity occurred on November 9th, when we were told the package would be adjusted, my aunt credited with £207 for excess charges, and the monthly fee reduced to £46. In December, another unauthorized deduction of £95 occurred, despite assurances from the resolutions team that the package had been changed. During today's hour-long ordeal, we were met with sheer incompetence and were only connected to someone who claimed they could "resolve" the situation after explaining it to two separate representatives. Upon requesting the recording of the call, we received a call back from the same manager on November 9th, apologizing for a supposed "system error" and offering a paltry £30 credit. The legality of Virgin Media's actions comes into question, as over £300 has been taken from my auntie's account without permission, and instead of a refund, only a credit was provided. This is particularly egregious during the holiday season when the government is assisting pensioners with bill payments. To add insult to injury, an email received today revealed that Virgin Media not only failed to honor the agreed-upon terms but increased the package price, a move that seems both unethical and potentially illegal. In summary, this experience with Virgin Media has been nothing short of a betrayal of trust, leaving us questioning the legality of their actions. Potential customers, beware – Virgin Media's promises are not to be trusted, and their practices raise serious ethical and legal concerns.