Waited on hold 107 minutes to cancel - agent never put the cancellation through - must be illegal.
I tried to cancel on January 31st. I was notified that day of a ridiculous increase in price, so I asked for a cancellation. They had me on hold for 107 minutes offering various deals. I said no, I want it cancelled. My contract ends on February 23rd. The agent claimed I was notified the 21st about the price change via email. I checked my email which is Virgin and no such email exists. Said cancellation would be on March 2nd. I said “no I want to cancel for the 23rd”. We haggled back and forth. I said I was cancelling the service and my direct debit. The agent never started the cancellation as punishment. I have put in a complaint asking about the email from the 21st I never recieved and asking for an investigation into how it never got to me. I should be notified 30 days ahead of a price increase. My complaint has clearly not been read and I just get a standard response. I want to cancel. I have asked to cancel multiple times. How many more channels do I have to go through to cancel my account? I want it cancelled because of the increase which I wasn’t notified about 30 days prior. I shouldn’t have to pay the increase for an additional 10 days because the agent didn’t do what I asked and out the cancellation through.
Do please let Ofcom know all about your cancellation experience with VM https://community.virginmedia.com/t5/Community-Natter/Breaking-OFCOM-investigating-VM-over-difficulty-cancelling-VM/td-p/5365110