Forum Discussion

leavingnow's avatar
leavingnow
Joining in
2 years ago

Still being charged after cancelling two months ago

After making no progress in trying to reach a human being via chat or phone after 10 days of trying, I'm restorting to this message board in the hope that someone from Virgin will see this.

I cancelled all my services at the end of August after months of atrocious service quality. It is now November and I am now being hounded for September and October payment. Does Virgin not keep any records? Does it just ignore cancellation requests from customers in the hope that they will pay for services they are not using? How is this company still in business? If anyone can answer any of these questions for me, I will be forever grateful.

9 Replies

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  • Kain_W's avatar
    Kain_W
    Forum Team (Retired)
    2 years ago

    Hi leavingnow,

    Thanks for your post and welcome to the community!

    Many apologies for the issues faced with getting cancelled, regarding this however did you receive confirmation of the account being cancelled?

    Is the account currently still active?

    Let us know,

  • leavingnow's avatar
    leavingnow
    Joining in
    2 years ago

    Hi, no i didn't receive confirmation despite being put throught an assault course of sales people who tried to stop me cancelling. I was assured on the phone that my account would be deactivated but it wasn't. The only way I could get my service stopped was by withholding payment for amounts I should not have been charged. I assume there is some record of my August conversations with your sales and support teams.

    Can you please message me directly so this can be resolved asap.

    thanks

    • Kain_W's avatar
      Kain_W
      Forum Team (Retired)
      2 years ago

      Thanks for your response on the matter,

      Apologies for the mixup in this issue, have you contacted the team since the original disconnection date?

      Also if you were to sign into your MyVM is the account still showing as active?
      Regards,

  • leavingnow's avatar
    leavingnow
    Joining in
    2 years ago

    There is no way I can get hold of a human on the phone and the chat feature is useless. I can log into my account but it is showing as "restricted".

  • leavingnow's avatar
    leavingnow
    Joining in
    2 years ago

    I requested the disconnection in August and have not been using the broadband connection or phone since then. It's not my fault that Virgin failed to disconnect me. I will not pay for services I did not use. The only reason my account is restricted is because I withheld my direct debit. It seems this is the only way to get Virgin to pay any attention.

    • Kain_W's avatar
      Kain_W
      Forum Team (Retired)
      2 years ago

      Thanks again for the response on this matter,

      Whilst we don't process disconnections via this channel, so we can investigate the matter further I've dropped you a PM to discuss further.

      The message will appear within the envelope icon.

      Regards,

  • matthill101's avatar
    matthill101
    Joining in
    7 months ago

    I called to Virgin to cancel and disconnect in July when I moved house, the VM agent on the phone said it had all been cancelled and account closed. Since then I continued to get money taken out by direct debit, which I then cancelled. Since then I have gotten frequent automated calls and text messages to pay outstanding bills, and any attempts I have made to get through to talk to someone have failed because I can't pass the security questions. I try to login to Virgin Media account but it doesn't recognise details. On one occasion I did get through to somebody but I couldn't pass the security questions again, they sent me an email link to help but I didn't receive this then they put the phone down on me!

    My last attempt was to write a letter to ensure it is cancelled and account is closed. I have no gotten messages from a debt collection company. It is something that should be so simple to disconnect and close the account but VM has completely failed and I am still being hounded for money. This is my final attempt on the matter, and I likely will contact ofcom if not resolved. Please can anyone help with this?!!!

    Matt