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alanflood
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Elderly mum being hounded

My mum was out of contract and phoned Virgin to give 30 days notice of cancellation of her broadband, phone and Tivo service.

Her Sky phone line and broadband equipment were installed before expiration of the notice period and she bought a Freeview box to replace the Tivo one. She didn't need Virgin, didn't use it and had cancelled it.

A couple of months later she started receiving phone calls and demands for payment for the broadband and Tivo services.  She pointed out that she'd cancelled the service and was advised that only her phone service had been cancelled.  She's absolutely determined that she won't pay for Virgin Media's error.  Whenever your representatives call she politely points out that she cancelled all services at the same time - not just the phone line.

She phoned Virgin a couple of days ago to try and resolve it and was given a different number to call and told "these people will be able to help you" - It was an automated payment line!

Today she received a nasty letter from a debt collection company.

How does she resolve this without paying for a service she didn't want, use, and had cancelled?

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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Superuser
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Re: Elderly mum being hounded

hiya @alanflood sadly not much the forum team can do due to issues of Data Protection from the start of the contract they did add/change packages, since this can trigger a new 12 month contract, since best idea is to speak to customer relations choosing option 1 - 4 -5 (thinking of leaving us), they deal with all complex/cancellation issues.
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Forum Team
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Re: Elderly mum being hounded

Hi alanflood, 

 

Thanks for your post and welcome to the forums. 

 

Apologies to hear about the difficulties your mum has had trying to get the service cancelled. Smiley Sad

 

As mentioned by paultechy, we're not able to help you via the Community with this. 

 

When you transfer your over to another company, as they take over your line, the phone service will cancel automatically with us. The other services would continue unless we receive notification from the Account Holder. 

 

She will need to give us a call on 150 / 0345 454 1111 for us to look into what's happened here. 

 

Keep me posted on how the call goes. 

 

Thanks,

Kath_F
Forum Team

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