Forum Discussion

Shaunteasdale's avatar
Shaunteasdale
Tuning in
2 months ago

Taking legal action against VM

Hi All

Just after some advice if possible. My wife and I have had a long ongoing saga with VM pertaining to the cancellation (or rather attempted cancellation(s) of our services) which has been ongoing now for over 9 months. Having now wasted dozens and dozens of hours on the phone, and over 50 e-mails to the resolutions team and worst of all my wife's completely unblemished credit record damaged (which has caused us major issues with the profession we are in).  We have also submitted a Subject Access Request some time ago which surprise surprise they are in breach of as they have ignored it. Although, it should be a minor thing to do, the whole ongoing issue has now damaged our reputation from a financial point of view and is making my wife ill. It seems VM will literally do anything to retain a customer.

I am in the process of bundling together all of the evidence (e-mails etc), which is not pretty reading, with the view to now taking legal action for damages. Has anyone had correspondence with the legal department of VM, I am wanting to present my issues and evidence to them 7 days prior to issuing the court summons (as I do not want them to wriggle out of the situation). If anyone has can they forward the address to me. 

The likely hood is that I no doubt will issue the summons and they will ignore it and i will get the judgement by default.

Any help would be must useful. 

Also, I know that VM had their hands slapped in 2023 for there failings in managing  customers cancellations. With that in mind once I take this to court (and I am sure winning the judgement due to the overwhelming evidence I have of them lying and ignoring our requests) I intend to post details of such on here and try and assist others that have been caught in the same nightmare I have. VM should not be allowed to treat people like they do.

Thanks for reading 

Shaun 

 

 

 

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

    Not sure it helps with your complaint. But the only surefire way to cancel is to send an old fashioned tracked letter to their Sunderland address. They can't deny receipt of that.  

    So much for a modern hi tech communication company !

  • goslow's avatar
    goslow
    Alessandro Volta
    2 months ago

    Did you try the ombudsman service before starting the court process?

    https://www.commsombudsman.org/our-process

    OFCOM's investigation into VM's cancellation and complaints processes continues

    https://www.ofcom.org.uk/about-ofcom/bulletins/enforcement-bulletin/open-cases/cw_01275

    Case ref. no. and an email at the bottom of the above page or submit with same info via the contact form

    https://ofcomforms.secure.force.com/formentry/SitesFormCCTMonitoring

    Submitting information won't help your individual complaint but it will contribute to the OFCOM investigation and it sounds like your experience is directly relevant to the terms of reference of the investigation.

    VM also has past form for non-compliance with DSAR requirements

    https://ico.org.uk/media/about-the-ico/documents/4021725/virgin-media-limited-letter.pdf

    You may wish to raise the issue with the ICO if you have experienced a continuing problem with your DSAR

    You should get some advice from Citizens Advice on the correct processes for a legal route (such as where/when/how to serve any doc's, letter before action etc. etc.) to make sure you are going about it in the correct way so as to avoid any admin/processing obstacles arising.

    • Shaunteasdale's avatar
      Shaunteasdale
      Tuning in
      2 months ago

      Hi many thanks for that and it’s interesting to know they have ‘form’ with the ICO. I’ve decided to run my court claim alongside the ofcom complaint. It’s likely Ofcom will look at it before it is scheduled for a hearing date. However, after all of the trouble they have caused us I actually want my time I. Court with them so they can explain what they have done.

      And yes I’ve already set out and submitted the pre legal letter, however I wanted to make sure it arrives in their grubby hands so they have no excuses etc.

       

      kind regards 

       

      shaun

      • Sabrina_B's avatar
        Sabrina_B
        Forum Team
        2 months ago

        Hi Shaunteasdale 👋.

         Thanks for reaching out to us, sorry to hear the issues that you having relating to a cancellation. So that we can assist you we would need to bring you in for a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
         

        Thanks.
         

        Sabrina

  • Kath_P's avatar
    Kath_P
    Forum Team
    2 months ago

    Hi Shaunteasdale, 

    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 you've been having issues cancelling your Virgin Media account and despite speaking to the team, you're no further forward. We'd like to take a closer look at this for you to support. In order to do that I'll need to confirm some information with you to pass security so I have sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :)

    Many thanks,