I want to close my mother’s Virgin Media account

I hold power of attorney for my mother. As she wasn’t able to set up her own account, either my sister-in-law or my sister completed the application process.

In August this year my mother went into a care home and no longer required a VM account. As I didn’t know my mother’s account number, or whose name actually completed the application, the only definite fact I knew about the account was the address it was installed in.

I couldn’t deal with the cancellation through the VM website, so I wrote a letter and sent it to the Sunderland address in September. I know this letter was delivered, as I had it tracked. The letter gave all the information that I knew and stated that I wanted to close the account in 6 weeks time.

I didn’t receive any acknowledgment of the letter and therefore I stopped all payments to VM from the date I stated I wanted the account closed.

I now have access to my mother’s emails and have seen that VM have continued billing my mother and even set late payment charges.

As my mother is now receiving palliative care, this is the last thing she and I need at this difficult time and I want to speak to someone at VM to confirm the account has been closed.

As you can imagine, I am very upset and angry about the extremely poor customer service experience and I have given the lowest possible marks in the satisfaction survey.