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tigger137's avatar
tigger137
On our wavelength
5 months ago

Re: Cancellation Payments Rip-Off

Using the link kindly provided by @newapollo a few weeks ago, I requested returns packaging online.  Received a confirmation email from Virgin on 4 Dec 24 saying, "Your prepaid equipment returns packaging is winging its way to you".  It did also say, "It generally takes 2 weeks to get the packaging to you" - which made me wonder which company of carrier pigeons they use.

Okay, it hasn't been 2 weeks yet.  But yesterday I got a text saying, "There's been a delay in sending you some prepaid packaging to return our kit.  Please bear with us, it'll be on its way shortly".

So when they said on 4 Dec 24 that it was "winging its way" to me, clearly it wasn't.  And it took them 8 days to tell me it wasn't, and they still haven't given any indication when I might actually get it.

In the meantime I suppose it's wishful thinking to suppose the delay in sending out the packaging will be taken into account when they decide to charge me for not sending back the equipment.  That would be far too logical, and would require the left hand knowing what the right hand is doing.  

I still haven't had a proper reply to my complaint about being charged not only a full month for 14 days provision of service but also being told that on 30 Dec 24 I will be charged another full month, several weeks after disconnection.  All I keep getting is one increasingly incomprehensible email after another.  I have now given up on ever getting an answer to my very simple questions, it's too frustrating.  I decided to just wait and see whether I eventually get a refund - and if I do, whether it's correct - before taking further action.  Now, of course, I'm probably going to have even more money to chase when inevitably Virgin charge me for equipment that I haven't returned because they haven't sent me the packaging!

 

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  • newapollo's avatar
    newapollo
    Very Insightful Person
    5 months ago

    Hi again tigger137 

    If you don't want to keep waiting for the returns packaging then as my previous post <here>  indicated, if you have a printer then you can always print out a returns label and take the equipment to a local yodel store (using your own packaging)  making sure you receive a tracking receipt and keep it safe. 

    Regarding the billing, Virgin continue to bill you as usual until your disconnection is complete. This ensures that your final month of service isn’t interrupted. You will therefore probably see charges that go beyond your disconnection date, normally because your cancellation date takes effect mid billing cycle.

    Once your services are fully disconnected VM recalculate what you’ve used and send an adjusted final bill  detailing any credits you may have for the services you haven't  used. They then refund those monies.

    For example my billing date this month is 23rd, and it covers the services between the 19th December and 18th January. So if my services  were cancelled and disconnected on 25th then I would expect to receive a revised Final Bill with credits to cover from 26th December to 18th January.

  • tigger137's avatar
    tigger137
    On our wavelength
    5 months ago

    Thank you again @newapollo.

    I understand about the mid billing cycle thing, although I don't agree with it as I see absolutely no reason why, having been given the required 30 days notice, Virgin can't adjust the final bill to disconnection day (as it states on their website that they will do).  After all, they're the ones who disconnect, not me, it's not as if I can access their services after that date.

    However, what I do not understand, and the question Virgin repeatedly refuse to answer, is why they will take a further payment several weeks after the service has been disconnected.  I have already paid them up to 27 Dec 24 even though they disconnected on 11 Dec 24.  I understand they will make me wait for that overpayment to be refunded.  But why are they then going to take yet another payment on 30 Dec 24, as one email told me they will do, several weeks after disconnection.

    If it was any other company (not that I've had the misfortune to deal with any other company with such appalling 'customer service') then I would cancel the direct debit.  But I daren't do that given the reports I've read of other customers doing the same then finding themselves with marks against their credit report even though they never owed Virgin Media anything, rather it was the other way around as in my case.

     

    • Tom_W1's avatar
      Tom_W1
      Icon for Forum Team rankForum Team
      5 months ago

      Hi tigger137 thanks for your post although we're sorry to hear of your concerns raised here.

      Regarding the equipment returns package being delayed, due to an incident at a warehouse operated by one of our third-party suppliers, some customers are experiencing delays receiving their orders. We are working with our partner to expedite deliveries as soon as possible, have directly contacted those customers affected to apologise and will keep them updated. However in the meantime, you can also return the equipment to an O2 store directly and they will ensure it reaches us, which may be a better solution.

      Regarding your final bill, it's correct your last bill is a full month's bill even if you only have services for part of that. Your final bill then consists of a pro-rata credit or debit depending on what the system has calculated is correct.

      For example, if you disconnected today (13th December) and your bill you was charged for was 1st-31st December, you'd receive a pro-rata credit on your final bill for days 14th - 31st December.

      If there's any further questions you have please don't hesitate to let us know.

      Many thanks

      • tigger137's avatar
        tigger137
        On our wavelength
        5 months ago

        I'm wary about returning the equipment to an O2 store because I have read reports of people trying that only to be turned away.  Even if they did accept it, will they issue me a receipt so I have proof that I have returned it?

        Ref billing, you have explained the mid billing cycle process which I've already said I understand, and I explained that my service was disconnected on 11 Dec 24 but I've already paid up to 27 Dec 24.  You haven't answered the more important question which is why am I going to be charged another full month on 30 Dec 24.  How does Virgin Media justify taking a further direct debit payment from me 19 days after disconnection?