I received an email from Rachel Barrass on 7 Jan 2021 regarding monthly price change from 1st March. It says on the email that:
"We hope you’ll carry on enjoying your services with us. But if you want to, you can change or cancel your package at any time before 12/02/2021, without paying any cancellation fees. Visit virginmedia.com/pricechange to find out more."
I called up to VM Customer Service last Friday and wanted to cancel my package. However, the VM staff Debbie told me I will have to pay the cancellation fee if I want to cancel because I still have a contract with them. No matter how I emphasised that the email clearly says that I should not be paying any cancellation fees, the staff did not agree with me and insisted that a cancellation fee will apply. I requested to speak to a manager and she told me that she will contact her Manager and I will receive a call back from Chris in the next day. However, I still have not hear anything from them till now.
The email I received from Rachael Barrass on the 7 Jan was address to me with my name on it. In my understanding that this is a written agreement from a VM representative - Director of Customer Service, how can it be revoked just like that? I cannot believe such a big company would put the customers in such a difficult situation when we want to just cancel their service. This is making us angry and would never consider using their service again. And not to mention to share the poor experience to others.
I hope someone here would help me to relay the message to Racheal Barrass and assist me in cancelling my current contract.
Sorry that I need to trouble you....I've just received an email for my new bill and it is showing that my bill from 24 Jan - 23 Feb with a full month charge of £34. As you have helped to cancel my contract to 14 Feb, shouldn't the bill be adjusted to 24 Jan - 14 Feb? Would you be able to look into this for me as I worry that if I call to the customer hotline and they would have no idea what I am talking about. Many thanks for your help in this.