Forum Discussion

umbr3lla's avatar
umbr3lla
Joining in
5 months ago

Illegal Final Bill when Moving Home

I have had my Virgin Media services disconnected as I have moved home to an area that is not covered by Virgin Media.  I called the home movers team who confirmed there will be no early termination fees as long as I can provide some documents which I did so and had a confirmation that it met Virgin's guidelines which stated they would pop £128 of credit to my account.

Today I checked my account and was stunned to see a final bill value of £212.95.  My contract was only £35 and should only pay for the services to the date I was disconnected.  I was expecting to only pay around the £30 for the final month.  I've tried calling customer services who are unable to help all saying it is automatically generated.

As much as I want to cancel my direct debit I can't else I will get marked for missed payment.

Any one suggest how I can get this resolved?  Is any of the forum team able to step in and help, please?

 

  • Matthew_ML's avatar
    Matthew_ML
    Forum Team
    5 months ago

    Hey umbr3lla, thank you for reaching out and I am so sorry to see this.

    Did you send the documents over at all to state this?

    Normally you need to send some documents over you are moving to this new address? 

    • umbr3lla's avatar
      umbr3lla
      Joining in
      5 months ago

      Hi, all documents were sent, hence why I got the email saying it meets the guidelines and credit will be applied to cover the early termination fees.  Attaching the email screenshot again for your reference.

      Can you help to resolve this matter?

       

      • Matthew_ML's avatar
        Matthew_ML
        Forum Team
        5 months ago

        Okay that's fine let me send you a DM and we will take a look.

        Normally they do take a longer than 3 working days.

        Please look out for my DM.