Bizarre cancellation fees and poor customer service
Posting on here as im hoping ill get a response from someone who is able to help. Just spent 50 minutes on the phone to three different people, all of which were unable to give me a straight answer or help me.
I signed up to the 'Player' bundle in November, with a 12 month contract. I am now 3 months pregnant, which for me means i am moving in with my partner (who has a sky set up) for a few months before we purchase a property together later in the year, so i cant take Virgin with me and ideally id like to cancel.
I will move early February, at which point i will have 9 months left on my contract. My contract costs £29 a month. They have quoted me £240.00 to cancel, plus 1 bill of £29.00, so £269.00 total - how is this fair?
If i were to continue to pay my monthly bill of £29.00 i would pay £261.00 - how can i be charged cancellation fees of more than my contracts worth? Each time i asked this to a customer service agent they transferred me through to someone else, one person in the billing team then back to cancellations (each time not speaking to the new agent so i had to explain the whole thing again and pass security 3 times).. terrible customer service.
It works out cheaper for me to continue paying monthly which is just utterly bizarre, i know its only a few pounds but i cant believe how inflexible they have been as a company. I asked to temporarily pause my contract for the few months im with my partner - with the idea that i take up Virgin in my new place - i was told this isn't an option. I asked if its possible to give them back the equipment, as i dont want to hold on to it during two moves, and was told no. Also, i imagine it will cause problems for the new tenant of my flat if there is already an account still open in my name and active.
I have had several problems with service since joining and have called several times - complete TV outages, at no point have i been offered anything in the way of compensation for them not holding up their side of the contract.
Its safe to say i wont be rejoining after this customer service experience. As per my sign up email:
"We'll send you a contract
You'll get a letter and a contract from us through the post. Please sign our copy and send it back to us as soon as you can. We'll also include a guide which details things to do now, on the day of your installation and afterwards."
They have never sent me a contract, nor have i signed anything so i cant read it to find out if what they're telling me is correct - can someone help?