Moving/Cancelling Issues
Hoping someone here can help as multiple phone calls with virgin have resulted in nothing but confusion.
I recently moved in with my partner, who was a new customer to virgin and had just taken out a new broadband contract a couple of weeks before I moved in. I called to cancel my contract (that had ended) at my precious address and was told I must pay a final bill fee OR change the details on my partners account to mine, pay the new customer offer fee going forward and not have to pay the cancellation/final bill.
Without consulting with my partner they then closed her account and told me there was no direct debit details on the account, and I would have to pay over the phone the initial set up fee/first bill.
When my partner called she was told my account was £41 in credit which would be returned by cheque. (A second call told us it would be refunded directly to our bank). And they would keep the new account in her name details and close my account.
Changes have been made to both of our accounts without consulting with us directly, and now neither of us can access/make changes to either of our accounts as they are both showing as closed.
We now have no idea who the account holder is, if we have an active account, and have no way of making changes to the account/s.
Multiple calls have resulted in being told different things, often contradictory, and we have no idea what is happening. What should have been a simple process of closing an old account when moving to a property that already had a connection has turned into a nightmare.
I have now received an email to say a parcel is on its way to me from virgin, but I have no idea what it is, and noone has told me I will be receiving a parcel in the post?!
Hard to explain, all very confusing, and I am so much more confused after calls to virgin. Can anyone offer any advice as to how to get this sorted... or has had similar issues and can offer some sort of resolution or way to get a clearer answer as to what is happening.
Thanks.
