High bill after account transfer following bereavement.
My father sadly passed away on 21st August 2025. He had a full Virgin Media package including sports and films (£92/month) and a phone (£20/month). My mother, who only watches news channels, has been paying £112/month from our joint account, despite not using most of these services. The phone was also unused by my father in the last three months of his life.
My mother only reported his death in November 2025, due to her grief and mental health struggles—they were together for 42 years.
Despite this, we have now received a £400 bill for changing the account name. This is completely unfair. Virgin Media should owe my mother a refund for unused services, not be charging her additional fees.
request:
1. Cancellation of the £400 name-change fee.
2. Refund for all unused services from 21st August 2025 until the account is officially changed or cancelled.
3. Confirmation that the account is updated under my mother’s name, with only the services she uses.
If this matter is not resolved promptly, I will escalate it to the Financial Ombudsman Service, and also bring it to the attention of local newspapers and our MP.
