Cancellation Nightmare

Hello,

My Mum cancelled her Virgin Media TV subscription last year September 2023 and joined BT in January 2024. Virgin Media were informed of the cancellation in September last year as her telephone number needed to be transferred over to BT. However she is still being billed for services which are not being used. We have been in touch with Virgin who have apologised and said the cancellation wasn't enacted, she has paid an excess of 7 months for a service which she isn't using and is recieving threatening letters that her account will be sent to collections. 

However when i call Virgin they have advised the account has been cancelled. Why is she then still receiving bills and can she be refunded for the money overpaid ?

Can someone please help 😢  i have been in touch with the Financial Ombudsman but they advised we must complain to Virgin first but their not taking any responsibility.

Process to escalate a complaint beyond VM is that you have to use VM's formal complaint process first of all

https://www.virginmedia.com/help/complaints

This will result in no useful outcome (most likely) but is a required first step.

How did you/she cancel the account (phone, letter, chat etc.) and do you have evidence/a record of that from that time?

If you escalate you will need some evidence of what happened

You can make a DSAR for the account info

https://www.virginmedia.com/help/dsar

but call recordings have a 6 month retention period.

You are unlikely to receive a reply from the VM forum team here in ‘Community Natter’. A VIP or moderator might move your topic to a better forum, such as ‘Managing Your Account – Cable’ to get a VM reply.

Hi Rachael_St_Luce,

Thanks for posting and welcome to our Community Forums, I am sorry that this cancellation problem has happened for your Mum!

I understand you've said "Virgin Media were informed of the cancellation in September last year as her telephone number needed to be transferred over to BT" but did you contact us to request the cancellation? 
A port out request of a landline alone would not be a request to cancel due to the strict rules and regulations we have to follow when cancelling someone's services, so using any of the methods seen here would have been the proper process for cancellation.

However, if you or your Mother did contact us and we can evidence this in the notes, there is definitely hope that we can help you!

I'll send you a PM now so we can investigate this further 😊

Speak soon!

Meg

Hi Rachael_St_Luce, 

Thanks for chatting with me in our PM's, I'm sorry that I couldn't help in this instance due to security, but I would highly recommend contacting us via any other methods. 

We're unable to help further here on the Forums, but we all wish you the best moving forward.

Thanks,

Meg