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Getting someone to actually cancel my account?

Joining in

Does anyone know how to get through to a contact centre that will actually help me cancel my account? 

I've been trying since November to access my online account in order to view and pay my bills.  Each time I've been sent a verification link via email the web page says the link is no longer valid.  I've raised this with customer service each and every month since November without being able to resolve the situation.   I've also been assured on multiple occasions that there is a support ticket with the tech support team who will look into and resolve my problem.  The resolution hasn't come. 

To raise a complaint I need access to my online account.   When I tried via the web chat, I had to repeat myself on multiple occasions and the guy offered to find me a better deal and even sent me a copy of my bill.  Which isn't what I asked for.    I cannot access an online account, and the only way I can pay my bill is through some ridiculous text system to eventually get a link.  I can't keep spending hours on this every month. I need to cancel.  This is insufferable. 


Community elder

Forum Team
Forum Team

Hi keith0293, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums.

We're sorry to hear you've had some issues with accessing your My VM account. You're unable to cancel through that. We can help with getting your cancellation notice sorted though but in order to do that I will need to confirm some information with you to pass security. 

I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊


Forum Team

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