Cancellation Issue
My 86 year old mother has been a Virgin Media customer for 26 years. Recently, when her bill jumped from £80p/m to over £170p/m, this was not viable for her and she asked me to phone them to cancel (I am authorised on her account). I phoned Virgin on May 2nd. On my first call I was transferred through to a ‘retentions team’, even after explaining that I wanted to cancel, I had to listen to about 10 minutes of them try to sell me a new package, eventually I was told I needed to be transferred to the ‘cancellations team’ – instead of being transferred I was disconnected. I immediately called back and had to endure the same process again – I was put through to the ‘retentions team’, had to listen to them, and then was told I needed to be transferred to ‘cancellations’. Again, instead of being transferred, I was cut off.
I phoned a third time, at which point I explained what happened on the two previous calls, and asked to speak to a manager. The person I spoke to seemed very pleasant. I advised I was at work and had now been on the phone for over an hour and just wanted to cancel with no questions asked. I got an apology and was told this was being processed. I was told there was a 30 day notification period and boxes would be sent to my mother for her to return her equipment.
8 weeks after this, the service was still running and my mother had received another £170+ bill. I phoned back in to see what was happening. I was advised that the third representative I spoke to on May 2nd had not actioned a cancellation, but had instead put notes on the system saying “customer wants to think about what he wants to do and will call back”. This is nothing short of a complete lie. When I asked for this to be rectified, I was told all I could do was request a new cancellation with another 30-day notification period and that my mother would be required to pay the £340+ of bills that she should never have had.
I have made numerous attempts to speak to someone at virgin, but all I get is “the notes say you wanted to think about it”
I am not sure what to do next. I am guessing legal action?
