Forum Discussion

emb2021's avatar
emb2021
Tuning in
10 days ago

Cancellation - received £1,800 bill after being told there was no fee

Hi,

I left Virgin to switch to another provider during a cooling off period and received an email confirming there would be no early cancellation fee (email received 22 February; switching ref [MOD EDIT: Personal details]). I was shocked to receive a bill totalling £1,800.27 today.

I queried the bill with Virgin's customer support team, who confirmed that the amount will be credited back to me, but I am concerned as I have seen no written confirmation. Please can you confirm that this amount will not be payable? My account number is [MOD EDIT: Personal details] (area reference 22).

Evan Brandon

bill
cancellation fee
  • Robert_P's avatar
    Robert_P
    Forum Team
    10 days ago

    Hello Evan,

     

    We're sorry to hear of the concern and confusion caused by the charges applied following you cancelling your services, we appreciate you raising this to us via the forums for confirmation and we're happy to look into this further for you.

     

    I will send you a Private Message, please keep an eye out in the top right when signed into the forums for the envelope. This is where you will be able to find my Private Message and be able to respond.