Can't submit a complaint because my account is closed?
Hello,
I cannot follow the click tree on the support website to get to where I need to go, so I went online to make a complaint and it says I cannot, since my account is closed. Every click tree I follow comes back with "Sorry we have encountered a problem", so I am unable to access any support for this.
The story is this: we have moved house to a non virgin media area, and when I called to cancel, they said return the kit and there will be no contract termination fee, since we moved to a non VM area.
Then to the new house, we have received a bill that says we owe early termination fee as well as two sets of VM routers, totalling £266.
We have posted a router back to them, so this is unfair billing, and is it also unfair that they are chargin us for two?
Now we did receive a replacement router, during the pandemic, 2020, when ours broke in a flood - the kind people at the time said we did not have to return it (due to safety protocols) and we could dispose of it since it was water logged anyway - now we have closed the account they are charging us for it?
Also the early termination fees are ridiculous, and there is no reason given to why they are charging this - thankfully I have the wherewithall to cancel my direct debit.
If VM are reading these, please contact me as I would very much like to get to the bottom of this.