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Pelw14's avatar
Pelw14
Joining in
29 days ago

Not honouring agreement and trying to leave

I signed a new contract in February renewing our deal with Virgin at a good price on the app, checked our next bill and it had doubled our price. Contacted Virgin to discuss this and they said the good price on the app was a glitch on their end and that they will no longer honour that contract. 

I am now trying to leave Virgin because the customer service has been awful to be kind about it. We have spent roughly about 10 hours on the phone trying to sort out the original deal and now leaving Virgin. We have had confirmation on the phone from two different people that there will not be a disconnection fee but this has still not been confirmed in writing and we left in limbo just trying to get out of a contract that Virgin will not honour. 

is there anyone out there who can help us leave without the promised disconnection fee? Has this happened to anyone else?

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  • roddymcl's avatar
    roddymcl
    Tuning in
    29 days ago

    Yes, I had a terrible experience trying to leave.  I was well out of contract so shouldn't have had any early disconnection fees, but they kept adding it anyway.  They eventually sent debt collectors after me.  It took me a total of 35 hours to sort it out.

    One very important thing to know: Virgin blame their problems in their automated billing software.  They say the incorrect extra charges are automatically generated!  To quote exactly from a text chat:

    "We appreciate your feedback, however please understand that we wouldn't have tried to charge you incorrectly on purpose. Bills are calculated automatically from our system however in this case there has been an error. "

    So I am afraid this is a systematic problem and it is certain to be repeated frequently.  I don't see much enthusiasm from Virgin about  fixing this, I imagine they quite like things the way they are.  When you dispute debts with a debt collector, Virgin will assure the debt agency that the debt is valid.

    I informed LCS debt collectors who were after me that Virgin's billing information cannot be trusted.  These companies are legally obliged to be able to prove that the debt is valid, so the knowledge that information from Virgin cannot be trusted should prevent them harassing anyone else as I was, but I understand Virgin media also use other debt collectors who also need to be informed.  I am on the case ...

    Good luck!

     

     

  • Beth_G's avatar
    Beth_G
    Icon for Forum Team rankForum Team
    29 days ago

    Hi Pelw14

    Thank you for your post. I'm really sorry to hear there's been an issue with your package price after renewing your package. We'd love to help.

    I've popped over a private message so I can take your details and look into this for you.