Virgin Media impossible to contact and ruined my credit report!
Virgin media did not stay true to their word over the phone; trying to charge me after account was confirmed to be closed, now my credit score has taken a dive:
I ended my student contract over the phone after Virgin struggled to get a payment during the month I moved house, July 2024, we did not come to a conclusion as to why payment didnt come out as per usual. However the second, maybe third customer service rep I spoke to was quite delightful and helped me out, I sent payment over phone. Afterwards explained my student tenancy was coming to an end and would need to end my contract, they confirmed this is fine, then I sent an extra lump sum and was assured this is the last of the monies I needed to send
Unfortunately unlike the rep had said, they never sent a return box for me to send back our router, I had to request this myself.
I got another bill the next month, strange. So took to multiple attempts on contacting Virgin through their helpline, to no avail
Then virgin proceeded to contact me on numerous occasions, mostly whilst i was in work. I managed to accept 3 calls, on all 3 occasions explained my situation of paying a final fee and ending my account and further explained I did not live at the address anymore. All occasions the call was ended as I was told it was not their department and they could not help, only take payments for the missed fee. Of which I was not paying as previous was promised my account would be closed
We are now many months down the line, Feb 2025, and my credit score has absolutely dived due to a supposed unpaid bill of £150 - absolutely ridiculous
I have not heard from virgin in a while now and physically cannot contact anyone that wants to help over the phone, WhatsApp messages or online chat.
In addition:
My email was recorded wrong by the initial sales rep. Therefore i have never once been able to login to virgin, hence this new account. I had the email changed once over the phone by a nice customer rep, unfortunately this did not solve the error of not being able to login - This is a nightmare to pass security
I had to request the return kit separately, and have sent the kit back after being told this was in the works for me.
My account number is: [REMOVED]
Unfortunately, like most everyday people, my phone calls are not recorded and as such I do not have exact dates
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