on 27-07-2022 21:28
I moved to a new address that doesn’t have Virgin Media Coverage, therefore I could not transfer over my Virgin Media services. Upon requesting the contract cancellation, I was told that I would be exempt from paying the cancellation fee of £229 if I provide proof of my new address. I sent the proof of address across to the House Moving Team and received a response from them saying that the evidence met the required criteria and an amount of £229 would be credited to my account to cover the cancellation fee. Following that, I kept getting bills asking to pay the £229 cancellation fee. I called Virgin and raised this issue, to which they responded that the money will be allocated to my account and I will get an email confirmation of that so I shouldn’t be worried. Two months later I got contacted by a collection company saying that I have a debt of £229 imposed by Virgin Media. I called Virgin and have been redirected about 5 times between different departments without receiving a comprehensive answer of why this happened if I am exempt from paying the cancellation fee. Virgin couldn’t even give me call to let me know that there is payment due, instead I get contacted by a collection company.
on 28-07-2022 00:16
The forum team are best placed to advise and the issue has been flagged to them; be aware it can take them a few hours / days to respond. Should the issue remain unresolved post back here and do remember to regularly review your statutory credit report.
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on 28-07-2022 08:18
Hi Vitlup79,
Thanks for using the forums to get this issue with your billing looked into, I am sorry if this has been causing major frustration. I would be more than happy to look into this for you.
I'll send you a PM now so we can take a closer look into this and resolve it for you 🙂
Speak to you soon!
Thanks,
Megan_L
on 29-07-2022 18:11
Hi Vitlup79,
Thanks for chatting with me in our PM, I am glad we managed to get this resolved for you.
I understand you're waiting for the written confirmation now which will be produced in the next few days.
Thank you for your patience whilst I worked on rectifying this for you and I hope you have a lovely weekend!
Kindest regards,
Megan_L