Homelessness

[Elm6299]

I have been a customer with Virgin Media for my broadband for a few years, but in December I was made homeless due to no fault of my own. I contacted Virgin to make them aware of my circumstances and that I no longer had an address to have my broadband connected to. I was told that even though I was having to terminate my contract early due to becoming homeless that I am still liable to pay a cancellation fee, which due to being out of work with serious mental health problems and being on a very low income it just wasn’t possible for me to pay. Since December I have had NO contact from VM in terms of trying to resolve the outstanding balance with maybe a payment plan or something. But yesterday I received a message to say my balance had been passed to a debt collection agency (which is not something someone with poor mental health going through a very tough time needs). I have since called virgin media to be told that I am totally liable to repay these charges. I think this is absolutely disgusting that a company as big as virgin media have absolutely no compassion or understanding for their customers with vunerabilities and customers who have to terminate their services early due to homelessness. I didn’t want to end my contract, had I not been made homeless or just simply moved address(like I had previously and swapped the Wi-Fi over) I would have continued to be a paying virgin customer.

[Gareth_L]

Hello Elm6299.

Thank you for bringing this to our attention.

We are so sorry to hear about you being made homeless, and the termination charges for the account not being removed.

We want to be able to help as much as possible as this must be a very worrying and stressful time for you right now.

If you don't mind, I will need to send you a private message to pass security, which we allow us access to the account.
If you can check the Logo top right of your screen that would be great. 
Regards     
Gareth_L