When a Virgin Media free offer to say 'sorry' costs you

I am having an ongoing problem with Virgin Media. After a loss of service at the end of last year, and a lot of frustration, I was eventually told my account would be credited with £10 and I would receive a complimentary upgrade from the large to the extra large (XL) TV package for two months. This has turned out to be a spectacular customer service own goal. Not only have I never received the £10 but my TV package has permanently changed to XL and Virgin is charging me for it. I am now spending even more time trying to put myself back into the original situation. I have to say, I did think the free upgrade was a nice gesture, but never thought it would end up costing me, as well as permanently changing my subscription package against my will. CW, London Virgin Media readily acknowledges there was a "shortfall of customer care". It has reduced your TV package back to the correct size, L, and applied a credit to your account of £77.09 to cover the additional charges you were paying. By way of a further apology, it has given you one month's free service, which you are happy with. Unbelievably, Virgin told you (but omitted to tell us) that when it upgrades people for the short term, by way of apology, it expects the customer to opt out when it ends. Of course, it meant to tell you this and admits it didn't, but other Virgin Media customers be warned. If you don't want to keep it, remember to cancel it. We welcome letters but cannot answer individually. Email us at [email protected] or write to Bachelor & Brignall, Money, The Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number