HomeMovers appalling service

[ABF6]

Dear Virgin,

Account number - [removed]

Communication ref HM-080822-404.

I have now moved from Bristol to a new home in Portishead.

I have sent you proof of this change repeatedly by email (the last on 26/09/22) but have not received any confirmation from you that they have arrived.

I have also spoken to your HomeMovers team twice on the telephone (the most recent to  Lewis on 26/09/22).  

On both occasions I was promised that  £232.90 that was taken from our account as an early cancellation fee would be re-paid to me “within the next few days”.

Despite these assurances I have not received any repayment at all.

As everything appears to have failed so far I am now enclosing hard copies of a utility bill (Bristol Water) and my wife`s driving licence (I don`t drive) that confirm our move and change of address..

I would be grateful for a receipt confirming you now have all you need to credit my account with the early cancellation fee of £232.90.

I see from this forum many, many of your former customers are in the same situation.

If you continue to ignore me I will take my grievance to consumer journalist - including Martin Lewis - and the ombudsman.

ANDREW [removed]

 [MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]

[Tom_W1 · Accepted solution]

Hi @ABF6 thanks for your post, although I'm sorry to hear of the concerns you've raised with your house move.

Please allow me to send you a PM so I can look into this further for you.

Kindly expect this to arrive shortly and respond directly when you can!

Many thanks

[ABF6]

Those suffering at the hands of the appalling HomeMovers dept should know that my problem (they refused to return £288 they wrongly took from my account) was solved quickly and efficiently by complaining via this forum

[Ayisha_B]

Thanks for the update @ABF6,

I'm so glad you were able to get this sorted via the Forums and my sincere apologies for the poor experience you've had in getting this sorted previously.

If you need anything else, just give us a shout!

All the best 🙂

[ABF6]

Thanks

[Ayisha_B]

Our pleasure 🙂