Forum Discussion

GeorgeB5's avatar
GeorgeB5
Joining in
2 months ago

Final bill overcharge

Good morning,

Last month I completed my 18 month contract with Virgin and decided to renew my package.

 

After 2 days, I realized I could find a better deal with another provider and decided to cancel all my services with Virgin via the web chat. The chat agent confirmed that I wouldn't have any fee since I was still in the cooling off period and that everything was ok and my services were going to be disconnected in 30 days.

However, 2 days ago I receive an email with a final bill of +500£?? 

I followed every step and have the confirmation via chat with a Virgin media agent (and I have downloaded the transcription of the chat) and still have 500£ in early disconnection fees...

I reached the support chat again but wss not helpful and the phone number is just a not auto hanging after every other option I try to select...

How should I proceed? 

I will try to find a solution here and maybe try one more time the web support chat before trying to make an oficial complain and go to the ombudsman. 

Thanks in advance.

 

1 Reply

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    2 months ago

    Hi GeorgeB5, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear this happened. It sounds like the agent may not have rolled the package back before submitting the disconnection request. This is something we can certainly check for you but in order to do that I'll need to confirm some information with you to pass security. 

    I've sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :)

    Many thanks,