on 17-06-2022 13:25
So I contacted VM on the 2nd of November 2020 to cancel my contract as I was moving to TalkTalk.
I received a confirmation email of the disconnection to the service and started using Talktalk straight away.
I thought my service, as agreed with the team member I spoke to on the phone, had been cancelled.
This was not the case, and my contract was renewed without my consent on the 24th of November 2020 without receiving any confirmation emails.
So all this time I'd been paying monthly for a contract I thought they cancelled.
PLEASE cancel my contract with IMMEDIATE affect.
Answered! Go to Answer
on 17-06-2022 13:50
Let's see what the forum staff can arrange, but if VM have actually been billing you for over a year and a half then you're owed significant compensation in addition to the repayment of all charges. See what the forum staff can come up with, if you're not happy then you'll need to raise a formal complaint with VM. That may get well handled, it may get fobbed off or an inadequate settlement offered. If you're not happy, you reject any "resolution" offered and ask for a deadlock letter. With the deadlock letter you can take the matter to the industry complaints adjudication scheme CISAS, and they're used to giving VM a bruising.
on 17-06-2022 13:50
Let's see what the forum staff can arrange, but if VM have actually been billing you for over a year and a half then you're owed significant compensation in addition to the repayment of all charges. See what the forum staff can come up with, if you're not happy then you'll need to raise a formal complaint with VM. That may get well handled, it may get fobbed off or an inadequate settlement offered. If you're not happy, you reject any "resolution" offered and ask for a deadlock letter. With the deadlock letter you can take the matter to the industry complaints adjudication scheme CISAS, and they're used to giving VM a bruising.
on 17-06-2022 14:54
on 17-06-2022 17:10
Apologies for the issues faced TakejiA,
Welcome back to the community.
Just to clarify is the account still active currently?
Let us know,
on 18-06-2022 16:23
on 18-06-2022 19:03
@TakejiA However I managed to speak to someone at VM yesterday and managed to get the payment issue sorted out, and they agreed to work out how much I paid to issue a refund.
Believe that when it happens. There's also the small matter of substantial compensation for implementing a new contract without authority, and then taking money by direct debit for 18 months, and failing to immediately and competently resolve it when notified. I think that's got to be worth about £600 plus all the wrongful contract DD payments.
Tell us if you don't get a really decent offer of settlement, and we'll explain how to go about wringing it out of VM through an adjudication scheme.
on 18-06-2022 20:23
Exactly what Andrew-G said. Don't expect VM to happily cough up money for you no matter how much you are entitled to it - get ready for resistance/delays in the hope you will get fed up and go away
on 18-06-2022 20:43
on 18-06-2022 21:38
For the benefit of the forum team - if this needs to go to adjudication, then because it concerns renewal of a credit agreement without customer authority, I'll be suggesting that the Financial Services Ombudsman is the appropriate adjudicator. And the FSO case fees (always paid by the company) are double those of CISAS......Just sayin' y'know.
Hopefully you can intervene and make things right.
on 19-06-2022 08:57
Hi @TakejiA
Thank you for the update.
It appears the complaints team have resolved this, however if you would like me to clarify anything for you please let me know and I would be happy to do so.
Please pop back to us when you can.
Vikki - Forum Team
New around here? To find out more about the Community check out our Getting Started guide