Huge cancellation fee after cancelling 1 day over the 14day

[Trigger2929]

Hi, I’m at my wits end after trying to cancel my account back in June after my old package and my bill increased to £80 + without me knowing. I then cancelled my direct debit and tried 3 or 4 times to call and cancel. After persistent badgering not to leave I agreed to sign up again at a reduced rate of £52. I then discovered a few days later that my services had been suspended due to cancellation of direct debit. This was the final straw and I then tried to call again. Each time waiting over a hour + to speak to anyone, and a few times the call being disconnected. So frustrating!! When I did finally get through. I was told that I could cancel but due to it being one day over the 14day cooling of period that I’d be charged £27 for a cancellation fee. Which at the time I refused because it had taken me so long to get through after many attempts and the cost of the mobile calls were above that amount. I did pay the £80+ outstanding bill. So I left settled at that time. But then I kept receiving texts,saying my service were being reconnected. Although at the cancellation phone call they sent me a email link on how to return my kit back to them. In a week or two I received the return box and sent there kit back. 12/5/24 but the texts keep coming now saying my service would be cut of again…! I then rang back up again to finally get this stopped. The stress of this all was effecting my mental health massively.!! But it then got worse. After being on hold for over 45mins the call handler then explain that there had been a mistake and my contract was still running and Hadn’t been cancelled till the 12/5/24 and that it was closed now but I would now face a bill of over £600 for a early cancellation charge. And they informed me to make a complaint online. Which I tried to do, but online the complaint tag just takes you to “useful answer” and then for me to log in. But as my contract had ended I was unable to log in..!! I was done my mental health had gone and I had been laid off from due to this. 2 months on my health is improving and then I received a call my ORIAL” debt recovery.. telling me I owe £635 and I needed to pay.!! I tried 3 times to explain this to them and asked them to speak to virgin and they’d see what issues I’m having. But to no avail they keeping calling me and aggressively telling that I owe this money and I have to pay before I face bailiff or court!! Please can someone help me. My mental health is soo low right now I can’t see any other way out. I can’t work when I feel so low and I can’t handle this debit over my head!!! 

[Gareth_L]

Hello Trigger2929.

Thank you very much for bringing this to our attention.

I'm very sorry to hear about the cancellation of your account not taking place when it should have and the impact this has had on your mental health.

What I would like to do is send you a private message to take some account details and look at getting this resolved.

If you can check your logo at the top right of your screen that would be great. 
Gareth_L