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sujatasamal's avatar
sujatasamal
Joining in
3 months ago

Cancelled and billing issue

I used the VirginMedia TV+BB service until June 2023 as per contract and then moved to another provider . 

But I realised later that my account has not been cancelled . so they were taking a non-discounted fee from my account .I raised a request to cancel in Sep 2023 but they did not cancel and kept taking the non-discounted fee .I tried to contact the customer care multiple times but was not able to reach them as they dont have an option to talk to anyone . The recorded message always says you choose an invalid option .  

Finally I stopped the direct debit in Jan 2025 + raised a complaint . They immediately called me and agreed that they received my cancel request in Sep 2023 but somehow didn't cancel my account and they are going to close my account .

In Spite of all that, they still wanted me to pay the bills and put the miss-payment in the credit sites.

I raised another complaint but no response yet ..It's been 4 weeks now.

They took money from my bank  for a cancelled account for almost 1.6 years and now as I cancelled my direct debit  they put miss-payment in the credit sites and  badly influenced my credit score ( my score is going down every month ) . I was in the middle of applying for a mortgage that got cancelled because of the credit score . 

It seems VirginMedia  want me to pay the bill for life as I used their service once. such a  disgusting service provider . 

Does anyone know , how to escalte this issue legally ?

I raised thsi communication ombudsman - they said they can not anything until complaint is 8 weeks old. I raised this to ofcom servcie as well .

Sujata

 

[Mod - Title edited for clarity]

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  • Buffer6's avatar
    Buffer6
    Legend
    3 months ago

    I'm sorry to hear about your frustrating experience. Here are some steps you can take to escalate this issue legally:

    1. Contact Virgin Media Again: Reach out to Virgin Media's customer service and explain the situation in detail. Make sure to mention the previous conversations and agreements you had with their representatives. You can contact them via phone, web chat, or by mail. More details on how to contact them can be found here. How to make a complaint | Virgin Media Help
    2. File a Formal Complaint: If the issue is not resolved through customer service, you can file a formal complaint with Virgin Media. They have a complaints process that you can follow, and you can find more information about it here. How to make a complaint | Virgin Media Help
    3. Seek External Help: If Virgin Media does not resolve the issue to your satisfaction, you can seek help from external organizations:
      • Ombudsman Services: If your complaint is not resolved within 8 weeks, you can escalate it to the Ombudsman Services, which is an independent body that can help resolve disputes between consumers and companies.
      • Ofcom: The UK's communications regulator, Ofcom, can provide guidance and support for telecom-related issues.
    4. Document Everything: Keep a record of all your communications with Virgin Media, including dates, times, and the names of the representatives you spoke with. This documentation will be helpful if you need to escalate the issue.
    5. Seek Legal Advice: If the issue remains unresolved, you may want to consult with a solicitor who specializes in consumer rights. They can provide you with legal advice and help you understand your options for taking further action.
    • S444may's avatar
      S444may
      Dialled in
      3 months ago

      I’ve tried all the above, I pay for the full package but I’m unable to make a complaint.

      im leaving I’ve had enough 

    • sujatasamal's avatar
      sujatasamal
      Joining in
      3 months ago

      After I posted this , I got a PM from one of the VM teams and promised to resolve my case. But as usual , no resolution yet and the last message stated since you are asking for a big amount of refund so we have escalated your case to a higher management team.

      REALLY , I am asking for a big amount?  They only took the money from MY  bank for a cancelled contract . When they took from my bank illegally that was an ok and small amount but now when they have to return that illegally taken money , that's a BIG amount . have no words to comment anything.

      I have tried all the options , multiple complaints in VM site, escalated to Ofcom , Communications Ombudsman and finally send email to the CEO lutz schueler 

      The last option left is firing a legal case , I will raise a harassment , mental torture case agaist them.

      Could anyone share any good legal services contact please?