Cancellation issues
Spent 96 minutes this evening trying to cancel my account. First person took all my details, took me though renewal offers. Then transferred to another department. They repeated everything again! Eventually... They agree to start the cancellation process. He then cut me off!
Went through to someone on 'chat' who also took me through all the renewals to offer me a reduced price to £10 MORE than my current out of contract price of £45-£47.
I politely requested she cancel my package and log an official complaint. (By ombudsman regulations they have to do) She (Barbette) repeatedly ignored my request for a complaint to be logged 3 times.
To be eventually told she couldn't as she didn't have access to the phone calls and couldn't log my complaint.
After 96 minutes of this, it was eventually cancelled for the 22nd September 2024. When I checked my virgin media app. My account has now been restricted due to an unpaid bill being overdue. Even though it's paid by DD, showing payment received Balance £0. The next payment is not due until 4th September 2024.
Then my internet went off. After getting back on chat, I got the same agent (Barbette) who basically ignored my message and started taking me back through renewal offers.
When I pointed out I was the same customer that she had just cancelled, she basically called me a liar as they were no notes on my account about it being restricted 😕
Well my account is showing as restricted and I politely request a manager called me. Who was surprisingly busy and told her to give me a link to log my complaint and they would deal with it within 7 days. (Bearing in mind I've no internet at this point).
She then transferred me to a department who could help me more.
Message "sorry our lines are now closed... Goodbye"
Then surprisingly my internet came back on. But my account is still restricted because of an un-paid a bill for £0
28 years I've been a customer and I've been treated like dirt. So now I will have to waste another 90 odd minutes to try and get my account restrictions removed. Plus I will have to log a complaint and I will be logging one with ombudsman as well. I've attached a couple of pictures showing my payment was made in August, that my account is restricted for overdue late payment and the last part of the chat with Barbette.
I really will no longer recommend Virgin media, and if it's not sorted tomorrow 24th August 2024 I'll be posting this on all social media outlets.
[MOD EDIT: Subject title changed for clarity]
You can share your unhappy cancellation experience with OFCOM.
They launched an investigation into VM on 13 July 2023 specifically into VM's cancellation and complaints processes.
https://www.ofcom.org.uk/about-ofcom/bulletins/enforcement-bulletin/open-cases/cw_01275
Case ref. no. and an email at the bottom of the above page or submit with same info via the contact form
https://ofcomforms.secure.force.com/formentry/SitesFormCCTMonitoring
Submitting information won't help your individual complaint but it will contribute to the OFCOM investigation and it sounds like your experience is directly relevant to the terms of reference of the investigation.
