Forum Discussion

TomChytil's avatar
TomChytil
Joining in
4 months ago

Early disconnection fee charged in cooling off period

Hi,

I’ve switched to a different provider during cooling off period due to inadequate service (less than 1mb upload speed). I have received an email from Virgin Media saying the disconnection fee will be £0. However, i was charged disconnection fee of over £400 and wouldn’t have switched, if I was told that. 

After talking to a person on Virgin Media WhatsApp, the bill was showing as paid and I thought that was it. But, few days later I have received new bill. I’ve had multiple interactions via WhatsApp each saying different things but all with the same resolution of the issue being resolved in next 24-72 hours. I even received an email that credit was applied to my account but it never was and the bill is still showing as overdue. 

I was told it’s not possible to sort this face to face due to my account already being closed. I feel very anxious about this bill being sent to collection agency and appearing on my credit file. Not sure what else to do as have been contacting Virgin Media every few days, being told the fee has been waived and will show as such in next 24-72 hours (every person saying different time frame within this range).
I was told multiple times now that the fee is waived and nothing to pay but keep getting new bills. 

Can someone here help?

  • My account has been closed and as such it won’t let me raise a new complaint. 

    Previously, there was a complaint that got closed by VM as billing corrected. So I assume I have to escalate to Ombudsman now? Was hoping not having to do that and just talk to somebody from Virgin who is actually able to resolve the issue. 

    • Matthew_ML's avatar
      Matthew_ML
      Forum Team

      Hey TomChytil, thank you for reaching out and I am sorry to hear this.

      Let me send you a DM so we can look into this.