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Cancellation of services

jellyr0ll
Joining in

It's a bit of a long one and apologies if I'm on the wrong board.

I've never known such trauma as trying to cancel my contract.

Back at the end of last year our contract was due for renewal (23 Nov) and after finding the cost of keeping the services still relatively high, we opted to cancel and change providers. 1st call was made on 17th of Nov and we were told, incorrectly, to call back on 23 Nov as it was too early to cancel on this occasion and we would only be "charged for usage" there after.

2nd call was made on 23 Nov and the call taker seemed really helpful, stated that we had been given poor advice and that his colleague was avoiding being penalised for accepting a cancellation. He then said that he would organise the cancellation from now and send a return package for any equipment.

Official conformation was never sent and I have since learned that there is no record of the conversation on 23 Nov. When I checked on 10 Jan the services were still active and I was finally able to cancel it then via web chat.

Final bill £116 and a refund of £40.60.

Not really very clear if that final bill is on top of any monthly charges or what the refund is for but by the time I was able to sort this out and get past the deliberate obstacles put in place by Virgin Media the contract had renewed and we were being charged at the new rates.

Any attempts to contact the service centre by phone have been pointless and none has been interested in making any attempt to resolve this, with endless promises of call backs and non existent urgent referrals to other departments.

I raised a complaint via the Virgin Media web site at the end of Nov but as this is via the web site I don't have any record of it even being sent and have heard nothing since..

2 REPLIES 2

majdoor835
Joining in

2nd call was made on 23 Nov and the call taker seemed really helpful, stated that we had been given poor advice and that his colleague was avoiding being penalised for accepting a cancellation. He then said that he would organise the cancellation from now and send a return package for any equipment.

 

jellyr0ll
Joining in

We've been with VM for years and usually managed to negotiate an ok price for a new contract but on this occasion I felt it was time to try a new provider. I new it was going to be a hassle contacting them to arrange cancellation and avoid any extra costs (it's so much easier to let the contract run) but I never thought it was going to be this difficult! It seems to me that it's company policy to keep customers at any cost by being deliberately misleading, obstructive and by giving conflicting advice. I get the feeling I was forced into a new contract and then fined for early cancellation