Cancelling account - wow

[elfin101]

Writing this while I await an agent to cancel my account.

1. Called in to cancel, agent I spoke was asking invasive questions and when I stopped answering them and just asked him to cancel, he refused. Seriously. I asked multiple times and in the end I ended the call.

2. Tried the online chat. But for some reason it doesn't like me and started showing my messages as reversed text. Literally like : lenac ot tnaw I

3. So called back in and spoke to someone who cancelled things without an issue.

That first agent was basically what people on here encounter and give VM a bad name. Get the script changed: would you like to hear about deals we can offer yes or no. Yes. - go ahead and ask what is needed, No - do not ask and process the cancel. That should be all that is needed. 

Cancel call took around 30 minutes. Wonder how long it will be before retentions call.

[elfin101]

Forgot to update this the other day. Rang again and found they had changed the number in the back end, but didn't update the one that shows for me. Why these aren't the same I do not know. So now the wait starts to see if retentions will try again.

With all due respect Vikki_M I won't be providing any extra details to you. 

[Vikki_M]

Hi elfin101,

Thanks for letting me know. 

If you change your mind, please just pop back to me via our private message conversation.

Take care. 

[elfin101]

Query, I have cancelled so why doesn't it show in my account? It's confusing that there is nothing confirming it.

AHH found it, but couldn't see the link in/from my account - https://www.virginmedia.com/help/ending-contract

Edit 2- ok yeah I missed it, but it could do with highlighting a little bit 

[Daniel_Et]

Hi @elfin101, thank you for your post.

We always take on board feedback we receive and will certainly pass this along to the relevant teams. 

Regards,
Daniel

[elfin101]

Sigh. This is getting ridiculous. According to the app I have a bill overdue and my account is restricted. I am uoto date with payments as they are handled by direct debit.

Your agent I just spoke to would not do anything about this and just called it a mistake. Sorry but that isn't acceptable, it needs clearing as I still have my connection with you for another 3 weeks. If it isn't then how do I know if you won't restrict my services. Once again I've had to end a call and call back in.

[Daniel_Et]

Hi @elfin101,

If you'd like us to look into this for you further, please respond to our latest private message at your earliest convenience.

Regards,

Daniel

[elfin101]

And after speaking to someone else who was kind enough to tell me it was a known issue ( sigh ). But then talked over me as no one seems to realise what effect that has when it is showing on your account. You might say it is only a visual issue, but I'm leaving and it seems kinda vindictive of you to do that. 

Note: services showing as restricted during this period is extremely concerning as I do not know if things will actually be restricted.

As I forgot to ask for something in writing I'll have to call back again. This really does come across as not caring about customers that are leaving. 

It should also be noted that I tried several different routes to speak to billing, and I couldn't.

[Carley_S]

Sorry to hear you feel this way @elfin101 

We'd be more than happy to assist you further here if you wish.  As previously advised, you can respond back to my colleagues private message thread already open for further support. 

[elfin101]

Which one? Then last one from Vikki_M from Sunday or another one? At this point though it may not be worthwhile. I'm going to have to check daily until that marker disappears from my account.

[Vikki_M]

Hi elfin101, 

I'd be happy to help with the concerns raised. if you'd like me to do so, please respond to my last private message and kindly answer the security questions.

If you don't wish to answer these I understand, however it does mean I can't assist further here.