We step in to untangle web woes

Sean Mckenzie and his mum Moira are quids in after Raw Deal helped sort a months-long dispute with their TV and broadband provider.

In July, the pair, from Invergowrie, near Dundee, wanted to downsize their £95 monthly package with Virgin Media because it was too expensive.

They paid the outstanding amount on the account and opted for a new package costing £65 a month, which was due to start in August.

“Instead, all of our services were disconnected,” said Moira. “After we complained they were switched back on but in October our services were suddenly restricted again. When I phoned Virgin, this time I was told we were getting charged £97 a month, which we had not agreed to, and that there was an outstanding bill of £302.”

After getting nowhere with Virgin for weeks – while still having their home services periodically disrupted – Moira and Sean asked Raw Deal for help.

We contacted the company on their behalf and the matter was quickly resolved.

A new £60 monthly package that included all of their original services being restored was agreed and the remaining balance on their account was waived.

“We also had to get an engineer out to replace our phone line and this was done without us having to pay the call-out charge as well,” Rachel explained.

Virgin said: “The customer confirmed they were happy with this resolution. We apologise to Mr Mckenzie for any inconvenience he experienced.”

Moira and Sean were grateful for Raw Deal’s intervention.

“Thank you for your help,” said Moira. “It was a very frustrating situation.”