Forum Discussion

Serry2's avatar
Serry2
Tuning in
8 months ago

Virgin Media "Dumped" Me Without Warning – An Identity Theft Nightmare!

Have you ever received an email about a service cancellation you didn't request? I recently experienced this surreal situation with Virgin Media, and it turned into an identity theft nightmare. Here's my story – hopefully, it will serve as a warning to others.

"Sorry to Lose You!" – The Email That Changed Everything

It all started with an innocent email from Virgin Media titled "Sorry to Lose You!". At first, I thought it was a mistake, but upon checking my account, I discovered that my service was indeed scheduled for cancellation the next day. Panic!

The Customer Service Maze

I immediately contacted Virgin Media customer service the next day. After lengthy conversations and verifications, the shocking truth emerged – someone had impersonated me and canceled my service! How is this possible? I live alone, and no one knows my personal information.

A Security Breach?

What worries me the most is how this imposter was able to pass the security verification. Is Virgin Media's data not secure? Can anyone call and cancel services in someone else's name?

Consequences and the Fight for Restoration

I've filed a complaint and demanded compensation. Since I work from home, this situation has left me without work for several days. The contract restoration process has been slow and confusing, with each employee giving different information. I'm exhausted and considering legal action.

Has Anyone Experienced Something Similar?

I'd like to hear from others who may have encountered similar situations. Is Virgin Media responsible for this security breach? What are our rights in such cases?

  • Serry2's avatar
    Serry2
    Tuning in
    8 months ago

    Initially, my experience with Virgin Media was disastrous. My internet was accidentally disconnected, leaving me without service for five long days, causing me great inconvenience and financial loss as I work from home. The initial communication with customer support was confusing and ineffective, leading me to seriously doubt the company's competence and customer data security.

    However, when my complaint reached the VMO2 complaint resolution team, the situation took a turn for the better. They quickly acknowledged the error, offered a sincere apology, and promptly restored my service. Moreover, they offered me £100 compensation for the inconvenience caused, which exceeded my expectations.

    I am pleasantly surprised by how Virgin Media resolved this situation. Mistakes can happen, but what matters is how a company responds to them. In this case, Virgin Media showed a genuine desire to rectify their mistake and regain my trust. I appreciate their professional and responsive approach, and I'm glad they were able to turn a negative experience into a positive one.

    • Carley_S's avatar
      Carley_S
      Forum Team
      8 months ago

      Hi Serry2 

      Thank you for keeping us posted.

      Glad to hear that this is full resolved for you now and the team have been able to gain back some confidence in us. Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :). 
       

       

  • Serry2's avatar
    Serry2
    Tuning in
    8 months ago

    I have decided to terminate my contract with Virgin Media effective from September 5, 2024. Initially, I was pleased to have made the decision and sorted everything out. However, my happiness turned into shock when I received a new bill. Instead of the previous amount of £44, I am now being charged £66.

    The situation was further complicated by the disappearance of the £44 I paid for July. Virgin Media claims that these £44 were credited, but the question remains—where did my payment go?

    When I contacted the Indian call center, I was told that my contract had ended, which is why the bill was higher. This is confusing because, in March of this year, I signed a new 18-month contract for £44 per month. I feel deceived in this situation.

    I plan to file a new complaint with Virgin Media and report this issue to Ofcom to address the matter and seek justice.

    • Ayisha_B's avatar
      Ayisha_B
      Forum Team
      8 months ago

      I am so sorry for the poor experience and it is a shame to hear you are leaving us Serry2 

      I'm going to pop you a PM now so we can take a closer look into things for you.

      Speak soon!