Forum Discussion

bagel4's avatar
bagel4
Joining in
2 days ago

Freezing my account

On account of a major house incident, we've sadly had to leave our home last month - we are scheduled to hopefully return in early May.  After several attempts to contact VM to freeze my account, I finally spoke last week at very long length to a Saurabh in India and a Mathew in Glasgow.

Simple request : freeze my account for some 2 months (VM can easily check we haven't been using the account.) I was also keen to have the billing for these 2 months delayed till May - as I received some preferential terms for renewing an 18 month contract over period I am coincidentally absent.    . 

I believe Mathew understood, he informed me my account would be on hold till I contact VM when we move back in May. I asked him to kindly put in writing my request, as I have previously had so many VM promises not honoured (am a customer for over 40 years). Mathew asserted VM has no email and cannot do so immediately... but a letter will be sent within 30 days ;(.

I have now received an email from Virgin requesting I return their equipment : why ????

Please VM contact me my email urgently as very stressed, thank you.

  • bagel4's avatar
    bagel4
    Joining in
    2 days ago

    Hi Vikki

    Thank you for reaching out, your colleague Lee has also contacted. However I have not had any update since providing all my personal details.

    I should be grateful for either of your help to the above, so matter can be resolved.

    Thanks for your understanding.

  • Vikki_M's avatar
    Vikki_M
    Forum Team
    2 days ago

    Hi bagel4,

    Thanks for your post and welcome to our community.

    I'm very sorry to hear you've had to leave your home temporarily. 

    I'm sorry to hear you've been unhappy with the customer service received regarding this concern. 

    Freezing accounts is not something we generally can offer. 

    I'll pop you a private message now however to get some further details on what's happened, and we'll go from there 😊

    Please look out for the envelope in the top right of the page and pop back to me when you can.