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Jones9376's avatar
Jones9376
Joining in
2 years ago
Solved

Homeless - Cancellation Fee, Poor Customer Service

Hi,

 

Ive been a customer of VM along with my family members who all use the service for YEARS.

I have been made homeless through no fault of my own and was evicted by the landlord on the 17th October, i have no new fixed address and am staying with freinds and family or at a hostel. So naturally i do not want to keep paying the subscription for them to use in my former house now.

online chat agents will not let me cancel and are saying i need to pay an early termination fee as its 'my choice' to cancel, this is a shocking lack of empathy and customer service to anyone never mind someone who has been a good customer and paid probably thousands over the years. It wasnt my choice to get removed from the house.

ive read on this forum others have had this sorted, im not sure what more to do now other than just cancel the direct debit

 

cancel
Customer service
homeless
  • Molly_T's avatar
    Molly_T
    2 years ago

    Hi All 👋 Just returning to keep this public thread updated. 

    Thanks to Jones9376 for PMing with me. We were able to take the details and evidence we need and offer further support with disconnecting their services, without any fees due to their circumstances. 

    This has now all been sorted and resolved, with returns packaging for any equipment on its way to an alternative address. 

    Please don't hesitate to get in touch if there is anything further you need. 

    Wishing you all the best! 🌞

12 Replies

  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    2 years ago

    Hi Jones9376 👋 Welcome to community! 
    Thank you for posting - so sorry to hear about your change in circumstances, and your experience trying to get this sorted with us. I appreciate it must be of great concern. 

    If you move to a non-serviced address we waive any early disconnection fees as part of your cancellation process. There is just a form to complete where you would send us evidence of your new address. (You are sent this on the day of the service disconnection, with 30 days to return any proof). In your circumstances, we will just need to get you to send us proof of the eviction. 

    I will send you a PM to confirm a few bits of account information and we can arrange getting this sent over to us, and offer further support with your case. You can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

    Wishing you all the best. 🌞

  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    2 years ago

    Hi All 👋 Just returning to keep this public thread updated. 

    Thanks to Jones9376 for PMing with me. We were able to take the details and evidence we need and offer further support with disconnecting their services, without any fees due to their circumstances. 

    This has now all been sorted and resolved, with returns packaging for any equipment on its way to an alternative address. 

    Please don't hesitate to get in touch if there is anything further you need. 

    Wishing you all the best! 🌞

    • joepic's avatar
      joepic
      Joining in
      2 years ago

      Hi Molly 

      I have been a customer for 10 years however unfortunately I am going through a similar situation regarding cancellation fees and homelessness could you please direct me to where I could forward evidence of my circumstances

      • Joseph_B's avatar
        Joseph_B
        Forum Team (Retired)
        2 years ago

        Hey joepic,

        Welcome to the Community Forums and thanks for the post.

        Sorry to hear about your situation, I want to look into this further with you to see what we can do with regards to this, I will be sending you a PM shortly to look into this.

        Joe

  • Nicholas_B's avatar
    Nicholas_B
    Joining in
    5 months ago

    Hello 

    I'm going through a similar situation at the moment, about to become homeless and there are six months left on my contract. I've tried calling and they have said they cannot waive the cancellation fee.

    Please help.

    • Vikki_M's avatar
      Vikki_M
      Icon for Forum Team rankForum Team
      5 months ago

      Hi Nicholas_B,

      I'm sorry to hear about your change in circumstances. 

      I'll send you a private message now.

      Please look out for the envelope in the top right of the page and pop back to me when you can. 

  • mike_'s avatar
    mike_
    Fibre optic
    12 days ago

    Hi this is happening to me too. My employer went bust owing lots of money. Due to my disability I will struggle to get another job. Benefits won't cover all my outgoings. I have no choice but to be homeless and live in my van but Virgin is being greedy and demanding an EDF. I've been a customer for over 11 years. Have some compassion. The agent in the live chat tricked me saying they understood my situation, and that the EDF was just an estimate, so i went through with the cancellation and then the EDF was only about £15 less! I could just have switched to social and then cancelled the 30 day rolling contract but I couldn't do that until after I need to move out (end of this month) because I won't get my first UC payment until 6th October

  • mike_'s avatar
    mike_
    Fibre optic
    12 days ago

    The chat agent I was talking to raised complaint C-0409256102 for me and it was just closed with the resolution "Billing -> Extra guidance on billing" - what does that even mean, how is it relevant?

    • John_GS's avatar
      John_GS
      Icon for Forum Team rankForum Team
      12 days ago

      Hi mike_ 

      Thanks for posting and welcome back to the community. Sorry for the confusion. Will send a PM now to help.