Forum Discussion

shaunteasdale50's avatar
shaunteasdale50
Joining in
6 months ago

Virgin Media Cancellation Paradox

Hi. I am currently in what I can only describe as the weird Virgin Media Cancellation Paradox. Short story is for the last 3 months I've disputed charges on my bill. After many failed attempts to resolve the issue with the billing department I cancelled my DD. Further down the line I decided yesterday to cancel my package. After being relieved I actually got through to the retention/cancellations team (which is like getting past a military guarded wall) I was told that despite being outside my initial contract that I could not cancel my services (despite there no longer being a contract in place) until I paid my outstanding bill (which of course i wont as i am disputing the balance).... So, it seems they like to hold their customers to ransom so to speak. As ever these people like to be smug and say well its in your terms and conditions... So, I did what i normally do and asked the chap I spoke to (Harley) as to what section this was in?  His response was that he's not a lawyer and shouldn't be expected to know where it is in the terms/contract (but we should it appears)... A similar response from a lady (Bushra) later on in the day... I just cannot believe the absolute arrogance of these people. Futhermore, I put it to the first operator that this was a cruel way to treat customers who perhaps simply have financial problems and maybe owe one or two months and don't wish to get into any further financial problems. I have worked in the financial and legal sectors (although mainly financial) for over 30 years and I have never come across such arrogance from a company to think they can refuse to terminate a service that is out of contract. The only advice to me was to make a formal complaint and it will be looked at in 30 days, of which even then my 30 day cancellation wouldnt start until after then. I am that annoyed now that I am going to issue a CC summons for my time in dealing with this and also the value of the overcharging which they are insisting I pay. I will let them spend however many hundreds of pounds and wasted time paying their legal team to attend court if they wish to defend it (which they wont of course). Just a little tip for anyone like me that wishes to take this course of action.. Firstly, issue them with a full SARS request (covering copy telephone calls, e-mails, letters etc etc they hold on you), explain you require this information as evidence gathering for a CC claim. From then on tell them what you want in terms of compensation (wasted hours on the phone cost us all money) and finally if you get no joy then risk your £35 and issue a county court summons (very easy to do) and have your day in court with them. Absolutely fed up of these organisations trying to bleed customers for every penny they can and then treating us like something stuck to the bottom of their shoe.

  • Zach_R's avatar
    Zach_R
    Forum Team
    6 months ago

    Hi shaunteasdale50,

    Thank you for your post and welcome to our community forums. We're here to help.

    I'm very sorry to hear that you've not had a great experience with us recently in regards to some disputed billing and a request to cancel your services.

    You can request to cancel whenever you wish, even if you're within an agreed minimum term, but if you are in said agreed minimum term then there'd be an early disconnection fee in order to do so. You'd be charged for your services as normal within that 30 day period regardless.

    All of this is detailed within the terms and conditions (refer to section N, titled "Other ways to end this agreement", which details both the 30 day disconnection period along with the early disconnection fee and being charged as normal during that time).

    However, I'm keen to take a closer look at your situation to see what's happened and what we can do to help resolve your concerns ASAP. As such, please respond to the private message that I'll be sending to you shortly and we'll proceed from there with this.

    Thanks,