No response from the Sunderland complaints address.
I don’t know where to turn to. I cancelled my Virgin media contract in April during the cooling off period. I returned all equipment. The equipment was never opened or connected to Virgin service.
Since then I’ve been pursued by virgin for payment of £43.16. I’ve made numerous calls and spoken to various virgin staff all of whom has assured me the contract was cancelled during the cooling off and that no payments are due. However, this has not prevented virgin from continuing to send me invoices and to note missed payments with Equifax.This has had a detrimental effect on my credit rating.
I submitted a formal written complaint to virgin media by post. My complaint was signed for on the 20th of July 2024.. But to date I have received no acknowledgement or reply.
I’m now being contacted by imfs debt collection agency for a debt that I do not owe. There is no point in me making any more phone calls to virgin helplines because they have proved completely fruitless.
I am locked out of all online access to account support because my account was closed so I cannot login.
The next step will be taking this to the Ombudsman but I just wondered has anyone else found a way to resolve this type of problem without going through the Ombudsman?
Helen the VM forum team might be able to help.
As I understand it some charges can still be applied to cover costs incurred by VM during the cooling off period but then you stayed disconnected and were also told no charges would be applied. You might want to secure the call recordings via a data request in the mean time. The link is below.
