Forum Discussion

Connorleahy's avatar
Connorleahy
Joining in
7 months ago

Help with Debt collectors

I have just been contacted by IMFS debt collectors regarding an apparent £50 unpaid debt from my virgin account.
I had a year long contract with virgin media, and I assumed this contract would end after a year but the debt collectors informed me that it automatically rolls over, so I have accrued some additional bills. I moved out of the address the wifi was registered to on the 30th of June (a year after my contract started), so the wifi was unplugged from then. 
I made attempts to contact virgin before the contract ended to verify that the contract would end after a year. However, I could not get through to a human on the other end of the phone that would understand my query. I attempted to explain my query of trying to close my account over the phone to robots and to the chat bot function on the virgin media website, but could not contact a virgin media customer support representative.
I have contacted citizens advice and they just suggested to lodge an official complaint which I am in the process of. 
has anyone experienced anything similar/ can offer any advice?
  • Steven_L's avatar
    Steven_L
    Forum Team
    7 months ago

    Hello Connorleahy,

    Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having at the moment with a former Virgin Media account. Unfortunately, if you don't cancel your contract with us it would carry on until you got in touch with us to request a cancellation of the services. You would therefore be liable for the extra charges accrued on your account. 

    Kind Regards,

    Steven_L

    • Connorleahy's avatar
      Connorleahy
      Joining in
      7 months ago

      Hi Steven,

      The email I used to sign up to the account was terminated without my knowledge so I was unable to access my account. I tried to ring up virgin but I could not get through to someone on the phone without my account details, so I was not able to cancel my account. I am still even struggling to make a formal complaint because I do not have my account details.

      • Tom_W1's avatar
        Tom_W1
        Forum Team
        7 months ago

        Hi Connorleahy thanks for your reply.

        We do appreciate this is frustrating, we can of course make a formal complaint for you regarding this process if you wish to do so.

        We'd need to clear account security with you first so please expect a PM from me to arrive shortly and respond directly when you can!
        Many thanks