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vfish's avatar
vfish
Joining in
11 days ago
Solved

Bereavement - feel like I'm being charged for my dad dying

Recently my dad died and my mum asked me to take the account under my name (we live together ). I phoned up and had it transferred , no changes to the direct debit as the bank account was continuing .  They got the direct debit wrong and it was an absolute nightmare getting fixed as the letter tells you explicitly to phone and the phone line hangs up on you after giving you a link that doesn't let you amend your direct debit.  Anyway, eventually I got this vaguely sorted through the online chat (more than 4 hours) and was told they had an internal technical problem on the account that they would need 7 to 10 days to fix (this was on Friday). Today they've sent a new contract for me to sign with a vastly inflated price and I'm just finding it difficult to work out where to go next as I was told explicitly not to get in touch for 7-10 days but equally this seems important. If they were happy to supply the property for a price I don't get why it has to change, I would willingly have taken over the length of the old contract (and I managed it for my dad with his permission and a password agreed with virgin years ago)

Any advice gratefully received !

bereavement transfer
  • David_Bn's avatar
    David_Bn
    10 days ago

    Thanks for coming back to us vfish, and we certainly wouldn't want you to feel like you're being punished, especially during what I can understand is a very difficult time for both you and your Mum.

    I'd be happy to look into this for you to resolve any customer service failings, and to understand the stance taken in which you've been advised that ultimately 2 months would need to be served before Sky Sports is removed from the package.

    Check out the envelope in the top right hand corner for a private message from me.

    Thanks,

    David_Bn

8 Replies

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  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    11 days ago

    Hey vfish, thank you for reaching out and we are so sorry to hear about your experience. 

    What is different about this new contract, does it contain anything new at all?

    It would be a new contract you are starting up in yours or somebody else name.

     

  • vfish's avatar
    vfish
    Joining in
    11 days ago

    No, it doesn't contain anything new, just doesn't have the discounts (surely everyone with virgin media has some kind of discount , we permanently seemed to go from one discount to the next). We were also told we couldn't give notice for sky sports until 30 days after notifying them my dad was dead so have to pay for 2 months of that we didn't want . But as we couldn't make that cancellation literally exactly the same but a lot more expensive .

    Thanks 

    • Adduxi's avatar
      Adduxi
      Very Insightful Person
      11 days ago

      VM discounts end, usually after the initial 18 month contract ends.  At this point, the contract reverts to a 30 day rolling contract.  It will remain this way until you negotiate a new 18 month contact with discounts, or you leave, hence the 30 day notice period.

      So, really unless you negotiate an new contract every 18 months, you will pay the full price.  The exception are "new" customers who seems to get lose leading prices as an incentive to join VM. 

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      11 days ago

      As mentioned above you will be on a rolling contract, depending how long was left on the account they could of expired.

      We do require a 30 day notice for Sky Sports.

      How big of a difference is the price here? 

      • vfish's avatar
        vfish
        Joining in
        11 days ago

        There would be a change with it being April but about 40 pounds a month. I understand you require 30 days notice for Sky Sports but I was told I couldn't even give 30 days notice until it was 30 days after I had informed them my dad died, that extra month I'm not allowed to request for is the time period that seems like a punishment for my dad dying.

        I do appreciate your help but it seems I'll need to make a series of complaints, which won't be the first time and is definitely a grieving time hassle I could do without .

  • Rachb87's avatar
    Rachb87
    Joining in
    11 days ago

    You are being penalised by them. I have had the worst experience with them after doing the same thing and submitting the change. I was lied to at least 7 times and ended up submitting two complaints and took over 7 weeks to resolve all issues. One one staff member was understanding and helpful. If they keep lying to you or not helping, please submit a claim as this is the only time management get involved.

  • par999's avatar
    par999
    Tuning in
    11 days ago

    I went through the same thing last year, and it seems like it takes 30 days for any previous discount(s) to be re-applied to the account following a change of name  (they wouldn't lallow me to temporarily put it into the name 'The executors of...').

    After 30 days the system did 'correct' itself, but I did bang my head against a brick wall for quite a while trying to resolve all issues. Like others, I went down the complaint route and eventually got it sorted at an acceptable price.

    Definitely not a good experience at the time though.