Hi, I became homeless on 3rd of August so arranged to cancel my Virgin Media contract from that date. I spoke to Steven from the ‘Moving Home’ department, and he agreed to cancel my contract as there had been changes made to my services so I was within my rights to cancel. Today I discovered that my account is still live and a direct debit for the normal monthly amount had been applied for on 30/08/22, although there wasn’t enough money in my account to cover it and it was returned. I attempted to ring customer services today, but the automated system won’t do anything other than direct me to the ‘arrears’ payment, meaning that I can’t speak to a human about this until I pay it…even though this payment request is a mistake! I then tried WhatsApp and waited for two hours for a response, then missed it by ten minutes (because I have health conditions that mean I’m very often having to deal with other things at a moment’s notice) and the person signed off, meaning I am now waiting yet again for someone to respond. I’m nearly six hours in and am no nearer clearing this up. I’m totally fed up with this disgraceful ‘service’.
