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Mym1's avatar
Mym1
Joining in
9 months ago

Early exit fee for moving abroad - wrongly advised

I am writing to express my extreme disappointment after being deceived by a sales representative.

I was sold a two-year package by a rep who assured me that I would not incur any early termination fees if I were to move abroad due to the area’s lack of Virgin Media coverage. Based on this information, I agreed in good faith to sign the contract on the call, as I believed the Virgin Media brand could be trusted.

However, it appears that this information was false and only applies to people moving within the UK. I am now requested to pay a 300£ fee.

I feel deceived and misled, as I would have never agreed to the contract had I been informed correctly about this fee. There is a recording of this call and the GDPR rules allow me to get access to it. 

This is unacceptable to have sales representatives lying to potential customers to close their deals. Virgin Media should take responsibility for these misconducts. 

 

 

[MOD EDIT: Subject title changed for clarity]

5 Replies

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  • goslow's avatar
    goslow
    Alessandro Volta
    9 months ago

    A pitch from a VM sales person, which then fails to turn into reality, is a regular source of complaint on here.

    You can request information via a DSAR

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

    but call recordings have a 180 day retention period.

  • Tsighe's avatar
    Tsighe
    Joining in
    9 months ago

    Thank you! I thought I was going crazy. My case is slightly different. When I upgraded to the 1Gbps internet, the sales rep told me that this would be a new contract and would start a new cooling off period. I called within that period and was told 600£ to cancel. 
    I have tried my best to try and reason with complaints but all I get is abuse and rude replies. I requested for my phone recordings so I can take it to ofcom but virgin media are not sending. 

    This is by far the worst and most disgraceful company I’ve ever dealt with. Would stay as far away as possible

    • Mym1's avatar
      Mym1
      Joining in
      9 months ago

      I truly sympathize; I have never been treated so badly by any customer service before. I thought Virgin Media was a trustworthy brand.

    • Cardiffman282's avatar
      Cardiffman282
      Wise owl
      9 months ago

      Tsighe please report the failure to provide the call recordings to the ICO.

      Please also demand a deadlock letter from the VM Complaints Team with a view to escalating to the Ombudsman.

      Lastly please let Ofcom know all about your experience with VM.