3rd complaint to fix Virgin's law-breaking changes to my account!! This time it's the account duration..

[foc]

This summer I posted to this board about Virgin changing my broadband account to a much more expensive package when I moved home, despite my stating REPEATEDLY that I wanted to keep my existing contract (and paying for the home address change). It took 2 official complaints and posts to this board to get the money refunded (only finally refunded in November after I had paid it in June).  Now, because my contract should be coming to an end, I checked the exact date...and I find that Virgin have put my contract start date as 23 May 2023 not 16 May 2022 which was when I took out the contract.  

I want my original contract honoured. I want to end it as soon as I can without getting any penalty. This should be on 16 November 2023.  It is appalling that I have had to make 3 complaints about this error...that was Virgin's I suspect deliberate mistake as I said on the phone and backed up by messaging my clear insistence that I wanted to keep my original contract terms.

Please can someone help me sort this? I have been very ill, otherwise I would have pursued this more vigorously, but right now I am going to pursue this to the Regulator and to Court if need be. Hopefully Virgin will fix this before I need to do that.

[foc]

I should say I have tried Virgin's helpdesk chat...left hanging for 34 minutes when the website said "call centre wait time could be up to 10 minutes 12 seconds"...

[John_GS]

Hi @foc 

Thanks for posting and welcome back to the community.

I can see all amendments were done when you spoke to my colleague but for your peace of mind, I'll confirm via PM.

Best,

[foc]

Actually it's not the case that "all amendments were done", as my post states!  Thank you for the PM, hopefully we can resolve this.

[foc]

Just to add - this was NOT resolved despite Virgin promising it was - today I got a bill (for a service that was cancelled and I have written confirmation) for 3 TIMES the previous charge!!  PLEASE RESOLVE

[foc]

First - please all readers check my previous posts for history of Virgin's appalling illegal behaviour re: my broadband contract.

10 November I had thought all was resolved - I have Virgin's in-writing agreement that my contact would end on 23 December, and I even had a text a week before asking if I wanted to renew (you must be joking).

Then I get a new bill today for £93.50, and when I check my online account it claims - COMPLETELY FALSELY - that my account started May 2023.

What do I have to do to sort this out?? Virgin are illegally trying to get money from me that I don't owe, and after they have agreed that they have made errors in billing. 

I have life-threatening health issues and this stress may kill me.  If Virgin do not want to be murderers, can they please stop this awful and illegal treatment!

[Zoie_P]

Hi @foc, 

Thank you for your update on your post. We are so sorry to hear this was not sorted. I will pop you over a PM and look into what is going on for you, just keep an eye out for the little envelope 👀📩
Thanks,
Zoie