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AussieP's avatar
AussieP
Just joined
6 months ago

Trouble with cancelling service for 5 months now!

I spoke with Virgin again this afternoon to chase up what is going on with this service. 
On 13.2.24 I cancelled the service with Virgin
Virgin have records on their system that on the 16.2.24 they began exporting our number to Sky
 
On the 7.3.24 we started our new contract with Sky
On the 8.4.24 I phoned Virgin again as I noticed that we still had received a Virgin bill despite the service being cancelled. I also explained we were yet to receive the promised packaging to return the equipment that been defunct since 7.3.34. Virgin's records show on the 9th May 2024 that the service was cancelled for a second time and they were apologetic for their error. A few days later the packaging for posting the equipment back was received and returned. 
 
This week we received an email from BPO debt collections about collecting the outstanding amount of £45.20. 
 
Throughout this process I have texts from Virgin as evidence, including offers for us to reconsider and join back with special discounted offers. 
 
Saif, from Virgin media, has just confirmed that the collections team will remove the amount of £45.20. I have asked for written evidence that this has happened. I am very upset that my blemish-free credit rating will now be affected by Virgin's incompetence. 
 
I would be grateful if you are able to recommend who I take this further with. 
Kind regards
 
  • goslow's avatar
    goslow
    Alessandro Volta
    6 months ago

    If you have not done so already, you need to make a formal complaint to VM first of all (a required first step but most likely to result in an incomprehensible gobbledegook reply as a 'resolution' and no useful outcome for you).

    https://www.virginmedia.com/help/complaints

    From there you can escalate to the ombudsman using the processes and timescales below

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

    and request that the account is cancelled, payments refunded, credit history restored to health and suitable compensation paid for the inconvenience caused by VM

    If you have already made a formal complaint to VM, without a proper resolution and the 8 weeks have already passed, just go to the ombudsman immediately.

    You are unlikely to receive a reply from the VM forum team here in ‘Community Natter’. A VIP or moderator might move your topic to a better forum, such as ‘Managing Your Account – Cable’ to get a VM reply.

  • Vikki_M's avatar
    Vikki_M
    Forum Team
    6 months ago

    Hi AussieP

    Thanks for your post and welcome to our community.

    I'm sorry to hear there's been some concern regarding the disconnection of the account.

    I'll send you a private message now so I can take a closer look at what's happened.

    Please look out for the envelope in the top right of the page and pop back to me when you can.