Forum Discussion

VHughes1's avatar
VHughes1
Joining in
15 days ago

Change in the price after bereavement transfer

Absolutely disgusting service!

My husband has passed away and I complete a bereavement transfer form.

Next day I get an email to say service has been transferred and there is a change in the price, but NO details and NO phone call.

I go online to my account to check and see we were paying £105 per month, and new contract in my name is for £217 a month!!

No phone call from Virgin to discuss price. No contract!

Try calling today and am told to speak to someone in the bereavement team. I'm transferred to the bereavement team, but it takes me back in the loop of press this, etc, only to get an engaged signal and then a dead line. 

Virgin are targeting people at the most vulnerable time in their lives, when they've lost someone and are trying to deal with so much, and Virgin double your monthly charge without even telling you!!

I'm absolutely disgusted! With my son's help I'm changing to a different provider and getting rid of Virgin. Would not recommend them to anyone!

  • unisoft's avatar
    unisoft
    Knows their stuff
    14 days ago

    What the hell costs £217 a month with VM????

    Sorry to hear of your loss, hopefully a VM staff member will be along to enter into a private message session to sort out tomorrow....

  • Paul_DN's avatar
    Paul_DN
    Forum Team
    14 days ago

    Hi VHughes1,

    Thank you for reaching out to us in our community and welcome,I am sorry to hear about your loss, please accept our condolences, I understand this a time you do not need extra worry with an high bill you were not expecting.

    When an account is transferred after a Bereavement it is a like for like package with no contract, the old accounts billing is stopped immediately, like all new accounts the first bill may be a double bill, this is because the new account would be charged from the day the account was opened up to the billing date then a month in advance.

    So I can take a closer look and see if I can get the package down, as this was transferred there may be channels you don't need or other ways I can reduce the package for you.

    Please look out for a white envelope to join a private chat.

    Regards

    Paul.