Account cancellation

[Lady94]

Right guys, might be long post but I need help!! 

I’m looking to cancel my virgin media. It’s shocking and I’m unhappy with the service. Trouble is I have no access to the account. I have the account number and area code (I know this is useless) but my contract was originally taken out by my mum (so in her name) this was due to her already being a virgin customer, I was unable to get a contract out on my own (by contact I mean for tv broadband and home phone) because a few years ago she committed Id theft/fraud in my name so it’s gone against my credit rating. Nothing major but she took out a catalogue order and credit card without my knowledge or permission so used my details to obtain them and she’s really bad at paying anything back!! hence why it’s technically my credit rating even though I had no knowledge (until recently may I add) about the debts. 

anyway she has her own package 

I have my own package (don’t know what essentially as unable to find out) we don’t live together  have no contact with each other she’s currently in hospital atm and looks long term so no idea when she’ll be out. 
i pay for my package from my own bank, likewise for her. All I have is the proof of my last payments  I obviously know my mums address as I used to live there when a teenager, I have an email she forwarded to me when I took Netflix off my bundle last year , but I don’t know her security password to speak to an agent. I appreciate it’s all confidential but am I just going to have to put up with a crap company paying money for a service I’m unhappy with? Is there anyway around this so I can cancel my end of the package for my home (for reference we live in different towns) I won’t be able to talk to her and realistically she can’t phone as she’s in a mental hospital. If I just cancelled my direct debt and then phoned to say send me my final fees would this work ? As that would just cut my service off and probably affect my rating again I know but as they have record of my payments and my address but can’t discuss anything else with me due to security reasons they’d surly know what I owe as I have an email forwarded to me about when my contract ends but physically can’t talk to an agent due to the security blocks and I’m more than happy to pay the remaining id owe. I just want to leave asap!!! 

[newapollo]

Hi @Lady94 

It's a tricky one as only the account holder can cancel.

Do you have POA (Power Of Attorney) over your mums affairs?  Reading your post I doubt it, but it would help if you could arrange that as then you may be able to use that process to cancel your account (and hers)

Stopping the direct debits in your name won't cancel the account(s) they will just incur late payment charges, and then affect your mums credit rating (since the accounts are in her name)

[Lady94]

Thank you. No I don’t have any control nor will I be able to unfortunately. Looks like I’ll have to stay , she already has terrible credit obviously wouldn’t want hers to be affected more but I only want to cancel the contract at my home not hers as she still has other members of the family living at the address. And as above its both separate payments and I assume different payment dates as mines the end of the month. I’m not sure about anything her end but the virgin would still need to run at her home just not mine. 
Thank you anyway looks like I’m stuck with them !! 

[Akua_A]

Hi @Lady94,

Welcome to our community forums and thank you for your first posts.

Sorry to hear you are in this predicament with your account. Just to confirm, is your details under the account or all hers barr the payment details? Also, is there no means of contact with the account holder at all? 

Please get in contact with us so we can best resolve this matter.

Thanks,

[Lady94]

Both are in her name but I pay for mine from my own bank account/money as I’m in a completely different address/town to her 

there’s no way of contacting her no as she’s been admitted into a mental health hospital. 
i obviously know my mums date of birth home address, landline number and she’s previously sent me the account number and area code. And I have proof of my payments and the exact amounts I’ve paid as well as the dates it came out of my bank account but I don’t know the security password she’s set up so I’m completely stuck with this awful company!! Im either going to have to stay with this company which I really don’t want to do or just cancel my direct debt and my services will then stop so I can go elsewhere and have to pay off any fees charged to her account. 
But as we are in completely separate households and it’s all through her email I’m unable to find out exactly what mine entails. As well as she’s not in any fit state to phone ahead and give me permission to speak to someone I don’t think she would even remember the details right now herself 

[Steven_L]

Thanks for coming back to us @Lady94, the issue with this is that only the account holder can request cancellation of your account.

The team that maybe able to help with this is our specialist bereavement and illness team on 0800 952 2302, the team maybe able to help get this resolved for you as they often deal with similar account issues.

Regards,

Steven_L

[helenarthur]

We have a similar problem - my Mum has been in a home for over a year and her house has been sold for almost a year. My sister has POA, but so far has been unable to cancel the contract and VirginMedia continue to take the money. It’s such a con!

[Zach_R]

Hi @helenarthur,

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

I can see that my colleague has already responded to your post on another thread about this earlier today. We'll continue to assist you from there with this going forward.

Thanks,