This is my story so far, a diary of events and still no nearer to cancelling my contract.
Monday 18th January
10:48 - Call Time 28mins 25seconds
Cancellations Department
Password I’ve used for several years wouldn’t work
Reset Password with agent
Told that only House Move Department could cancel my account
Tuesday 19th January
08:55 – Call Time 36mins 20seconds
Called House Move Department
New password wouldn’t work – agent had no other way to pass security with no further questions available. Recommended I transfer to customer services to reset my password.
Directed to a link to the house move page of the virgin media website – link is inactive
Transferred to Customer Services
Passed security with additional questions – told that only House Move Department could cancel my account.
Transferred to House Move
Agent couldn’t log in and had to phone his manager to reset his password, after 5minutes on hold, agent took my contact number to call me back in 10 minutes.
After waiting 30mins with no call-back called to start again
Tuesday 19th January (Continued)
10:46 – Call Time 41mins 55seconds
Called House Move Department
Password not working - Agent couldn’t ask additional questions, suggested I transfer to Customer Services Department to answer them there. They could then “Warm Transfer” me back through to House Move Department.
Transferred to Customer Services
They now cannot take me through security, and I cannot get access to my account to cancel my account. They can send out a password reset to my old address only. I cannot get post there as I do not live there anymore.
Email address the agent gave me is inactive.
Issued a complaint giving my 30 days notice and asking for a final bill to be issued.
Tuesday 2nd February
Got email saying they have tried to contact me, that is a lie as my phone was by my side all day. Apparently my complaint is resolved and have been directed towards their website and told to just call customer services.
