Forum Discussion

Annemarie24's avatar
Annemarie24
Tuning in
2 months ago

Re: Out of contract cancellation fee

Absolute terrible company to deal with. They breached their own terms and conditions by failing to notify me of my contract ending which resulted in me paying more money for the service, as soon I saw this I wanted the service cancelled. And now they want a notification fee of £43 absolutely disgusting, they break their own rules and expect there customers to suffer for it by extorting money out of them. Well I'll be complaint to Ofcom and the media regarding this. 

  • Annemarie24's avatar
    Annemarie24
    Tuning in
    2 months ago

    This issue has now been resolved thanks to one particular webchat agent. Who took the time to really look into this issue and because of the confusion and messing about they have wavered the fee. 

    • Kath_P's avatar
      Kath_P
      Forum Team
      2 months ago

      Hi Annemarie24, 

      Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

      We're sorry to hear that there were some issues surrounding the end of your discounts. The cost of any discounts will be listed on your contract and the end date of the discounts is listed on each bill. We also send out an End Of Contact Notification to you before your contract comes to an end highlighting the new price and also any offers that may be of interest. 

      We can only apologise if you didn't receive the end of contract notification but are happy that the agent was able to reach a resolution with you. 

      If you have any further queries or questions, feel free to pop back to us in the Community. 

      Take care,

      • unisoft's avatar
        unisoft
        Knows their stuff
        2 months ago

        "We also send out an End Of Contact Notification to you before your contract comes to an end highlighting the new price and also any offers that may be of interest. "

        I can honestly say that I have had TWO cases of no contact when I was nearing end of contract and was a VM customer for many years until recently leaving 8 months ago. Nothing to do with Junk mail settings etc as those folders are monitored and addresses are on the allow list. So in respect of the original poster, they could be legitimate in saying this. I was actually waiting for mine, as know it SHOULD be sent....