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255044's avatar
255044
Joining in
2 years ago

Still being billed for a cancelled account

Hi

I cancelled my account in march 2023 by phone and also wrote to virgin media to cancel my account. 

Virgin media sent me an email or text (can't remember now) but it told me someone would be coming to collect my router etc.   

A lady from virgin media turned up and took my equipment away. 

Case closed or so I thought..  I recently realised I was still paying each month for virgin. 

 

I have contacted support who said I am still in contact. I tried to explain someone came to collect my kit, if I didn't cancel how come that would suddenly happen? But they won't seem to listen.

If they look in the system they will see I have not even been connected.

What do I do now?!

Can anyone give me any guidance where I can go to explain this to get it resolved?

 

Thanks 

 

3 Replies

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  • Arissa_H's avatar
    Arissa_H
    Icon for Forum Team rankForum Team
    2 years ago

    Hi 255044 👋🏼.

    Thank you for posting and welcoming you with big virtual arms onto our community forum 🤗.

    Sorry to see there seems to be some confusion regarding your cancelation/account ☹.

    Do you have an email of when the collection date was for the equipment? 

    The best thing to do now moving forward is for me to have a look and further investigate 🧐 this for you.

    In order to do so, I will have to private message you. 

    Please watch out for the envelope ✉.  

    • 255044's avatar
      255044
      Joining in
      2 years ago

      Hi

       

      I have had further text message from Virgin warning me about cancelling my direct debit and I have just received a letter to tell me my virgin price is going up. 

       

      I am still living in fear that virgin have still not cancelled my account. Please can you confirm they have cancelled my account and it's all been terminated??

      • Carley_S's avatar
        Carley_S
        Icon for Forum Team rankForum Team
        2 years ago

        Hi 255044 

        Sorry to hear of your concerns regarding this. 
        I can see that you're already in private message with a forum team member who is supporting you further with this. 
        Should you have any questions at all, please direct them through the private message you have opened already and the team can support you more quickly if needed.