VM continues to bill you on the normal schedule right up until the day you are disconnected.
When is your direct debit date for the 28 Nov to 27 Dec 2024 bill?
I've already fought my way through various obstacles to cancellation which VM try, such as "You can't cancel more than 30 days ahead". Then the issues of overpayment and being billed after disconnection. Now it seems I'm on to the (hopefully) final stage of, "You haven't sent the kit back so we're going to charge you for it".
I requested the returns box a few weeks before disconnection but received a text on 12 Dec 24 saying it was delayed. It finally turned up on the afternoon of Christmas Eve, 24 Dec 24. VM then texted and emailed on Boxing Day, 2 days later, chasing me about the return which I thought was a cheek. With some difficulty (because my local Yodel drop-off wouldn't accept the parcel due to the driver shortage) I sent the kit off with Yodel on 27 Dec 24. Their latest tracking shows it being processed at their national hub on 30 Dec 24, no update since then.
Yesterday VM texted and emailed threatening that I'll be charged for the equipment if they don't get it back by 11 Jan 25. That is outrageous!
They chose to use Yodel, and then either they or Yodel caused the delay in getting the box to me. VM knew about the delay because they texted me. I sent the kit back on the next working day after finally getting the box. There is no facility for me to be able to upload the tracking information to VM. (Although given that they sent the box and generated the label, they should already have the details.) The threatening text and emails are from 'no reply' addresses so I have no way of contacting them to say, it's on the way back to you.
The whole set-up is clearly just the next stage in their long, drawn-out, cancellations scam which is clearly designed to make it as difficult as possible to leave them.
Totally agree. When I left (I rejoined recently because of a good new customer deal), they sent a box that was too small for both pieces of kit. I asked for another set which got lost in the system, and then they slapped a charge, even though the forum staff had raised the additional request.
The period they give customers is shocking and Sky gave far longer to return kit when I dabbled with Sky Stream and returned some months later. Whoever thinks up the processes in VM needs sacking and making a public example out of, but I suspect there is no accountability or tracking, and unlikely to be a head of position that gets fired.
In my case,someone turned up completely unannounced to collect the kit and I was working from home that day and was able to hand over.
The VM forum staff should be along, they are normally good in cancelling the charge, although they might say if it's in process of return it will be cancelled out on the account once it's processed and before he final bill.
