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elfin101's avatar
elfin101
Dialled in
1 year ago

Cancelling account - wow

Writing this while I await an agent to cancel my account.

1. Called in to cancel, agent I spoke was asking invasive questions and when I stopped answering them and just asked him to cancel, he refused. Seriously. I asked multiple times and in the end I ended the call.

2. Tried the online chat. But for some reason it doesn't like me and started showing my messages as reversed text. Literally like : lenac ot tnaw I

3. So called back in and spoke to someone who cancelled things without an issue.

That first agent was basically what people on here encounter and give VM a bad name. Get the script changed: would you like to hear about deals we can offer yes or no. Yes. - go ahead and ask what is needed, No - do not ask and process the cancel. That should be all that is needed. 

Cancel call took around 30 minutes. Wonder how long it will be before retentions call.

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  • elfin101's avatar
    elfin101
    Dialled in
    1 year ago

    Currently app still shows as Bill overdue and that services are restricted.

    No further call backs from retentions.

    Ho hum.

     

    • John_GS's avatar
      John_GS
      Icon for Forum Team rankForum Team
      1 year ago

      We cannot guarantee outbound calls from the Retentions team elfin101 but the quickest way to speak to them and they can do a package review; call them on 150 / 0345 454 1111 option 4. Best wishes.

  • elfin101's avatar
    elfin101
    Dialled in
    1 year ago

    So this saga of mis handling continues.

    I have on several occasions called in to ensure my contact details reflected our current usage of the VM and that contact should only be via my mobile. Sadly VM don't honour it. Despite me specifically telling retentions some weeks ago not to call me on the Landline number they are obviously still trying to, as I received a text saying they had tried to call me, sigh. They also provide a link to chat with someone online https://virg.in/letschat but the link for the chat on there does not work!

    Yet another complaint made, sigh.

     

    • Anonymous's avatar
      Anonymous
      1 year ago

      if it helps at all its not just you @Elfin101 im having the exact same experience, my account is restricted, my bill is showing as overdue  and has been now for several weeks (except its not due till the 19th!!),
      i tried to update my details on the account contact page, click save, then later go back in and its not changed,
      I tried to ensure my marketing preferences are set (they are enabled, but the pop-up says ive opted out - which i havent)
      lastly i've just been waiting well over an hour on WhatsApp going round and round the same silly automated questions and never getting a 'human' reply.

      ugh its just a painful experience  dealing with VM either in person on webchat or just on the web site settings

    • Alex_RM's avatar
      Alex_RM
      Forum Team (Retired)
      1 year ago

      Hi elfin101,

      We're sorry if you have been contacted on the landline. As we've mentioned earlier we cannot guarantee a call from the retentions team. 

      If you'd like to speak with them you can contact them directly on 150/ 0345 454 1111. 

      Alex_Rm

      • elfin101's avatar
        elfin101
        Dialled in
        1 year ago

        So the app mysteriously logged me out, signed back in and no change, still showing me as restricted and with a bill overdue. The odds are this is because I am leaving, it's just a shame the staff can't it won't admit it. If it isn't, why isn't it fixed!!!

        Anyway just a few days left until disconnection. Then begins the second part of this where we see if they will be correct with what I will be owed. This whole process does make me think they won't, but I really hope to be proved wrong.

        Oh and to the forum team, not guaranteeing a call is fine, but having them call an incorrect number isn't. I have no interest in calling a team that can't call the right number.

  • elfin101's avatar
    elfin101
    Dialled in
    1 year ago

    And yet again my contact details are not used, they were updated for a reason and have been used... So why change it now, sigh.

  • elfin101's avatar
    elfin101
    Dialled in
    1 year ago

    And as I suspected I was lied to, as once again contact details that I was unable to change myself have still not been updated properly. At least I'm finding out about this, others won't be as lucky and won't realise they are missing anything.

    • Paul_DN's avatar
      Paul_DN
      Forum Team (Retired)
      1 year ago

      Hi elfin101,

      I can see we have offered to look into things previously Via a private chat, if you are willing to provide the requested information Via PM then please join via the white envelope.

      Regards

      Paul.

  • elfin101's avatar
    elfin101
    Dialled in
    1 year ago

    And when calling about returning items that I was specifically told I wouldn't need to return... I get told that nothing was showing that needed to be returned. Oh and to call back next week to check again...

    Sigh.

     

    • Akua_A's avatar
      Akua_A
      Forum Team (Retired)
      1 year ago

      Thank you for letting us know elfin101 We have sent you a response via DM. Please respond when you can 🙂

  • elfin101's avatar
    elfin101
    Dialled in
    1 year ago

    So a positive the last statement has been produced and I am due a credit. However once again there is a 'potential' issue with actually getting that credit. Why on earth is it being sent out as a cheque, it should go back to the direct debit bank account which is doable and permissible. Ho hum

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      1 year ago

      Hi elfin101, 

      Thanks for coming back to us here. 

      If you've paid via Direct Debit and you do not cancel this then usually the refund will go back to the account. If you've cancelled the Direct Debit at your end, or cancelled due to moving then we can only refund via cheque. 

      All credits are held until 35 days after your disconnection date. This is to allow for any unbilled charges. It will then be processed by the team and if you're receiving your refund via cheque, you should receive it within 14 days of being processed.

      Please let us know if you have any further issues. 

      Thanks, 

  • elfin101's avatar
    elfin101
    Dialled in
    1 year ago

    Right after several more call to support I have now been advised I Do Not Need to Return anything to yourselves. I have been told I need to return, and then that I don't. Then today I was again told I don't need to followed by being told I do. And then just for fun I get told I don't need to return any equipment.

    OK so where do the forum team stand on this? Are we taking bets on whether I do or don't need to return any equipment?

    If I do ...  I can then start asking the follow up questions with regard to this. 

    If I don't - yay I just need to await the refund.

     

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      1 year ago

      Hi elfin101, 

      Lets take a look at this to confirm things for you. I have sent you a direct message. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

      Thanks,

  • elfin101's avatar
    elfin101
    Dialled in
    1 year ago

    So forum support have now confirmed that I won't get charged if I don't return the equipment. I now have this in writing ( well forum DM) so I won't be sending things back...

    So secondary questions like how can I fit all the equipment into the box provided don't need to be answered, as no the box isn't large enough and no it doesn't contain enough bags.

    I was thinking of raising another complaint, but apparently I am no longer allowed to use the VM site to raise  complaints, but as previous complaints have gone unresolved I am not surprised. (No forum team I do not want to raise a fresh one on here, thanks anyway). 

  • elfin101's avatar
    elfin101
    Dialled in
    1 year ago

    This is just one issue after another. I received the following by email today:

    Your order’s on its way

    Get ready for your doorbell to ding.

    Hello [censored],

    Great news – your order VIR53265697 has been handed over to Royal Mail, and is winging its way to you now.

    If you’ve got any questions, or something’s not quite right, we’re here for you at 0345 454 1111.

    Take care,

    The Virgin Media team

     

    Apparently this was not sent from yourselves, and the support people I have spoken today didn't even ask for the reference number, but at least the second one(yes I had to call twice) did confirm nothing is being sent out. So it will be interesting to see what turns up as I don't believe them, and as that tracking reference confirms there is something. Maybe it's an apology...

     

     

    • Alex_RM's avatar
      Alex_RM
      Forum Team (Retired)
      1 year ago

      Hi elfin101,

      Sorry for any confusion, if you do still need help with anything pop a PM over to the agent you've been speaking with.

      Alex_Rm