Massive issues cancelling contract

[prof62]

Cancelled VM services with 30 days notice. Phone line porting has been a nightmare due to incompetence across from VM. Issues are too numerous to mention, but the complaint is with your Executive Team, who I'm still waiting to hear from 7 days later after I received a missed call and email from them. 

Meantime, I have been provided with a final bill which, unsurprisingly is wrong, having been charged for phone line rental for an additional 30 days beyond the disconnection date (which itself was 8 days after my phone line service transferred to Sky). 

Nobody at VM takes ownership or cares about the extensive issues encountered. Complaint remains open, unresolved and getting worse. The Communications Ombudsman has been informed and will become involved soon, they have asked me to continue to note the issues for them. 

The lack of customer service is truly shocking 

[Cardiffman282]

Do also please loop in Ofcom and let them know all about your cancellation experience with VM too https://community.virginmedia.com/t5/Community-Natter/Breaking-OFCOM-investigating-VM-over-difficult...

[Ashleigh_C]

Hi there @prof62 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry that you have faced this issue with your recent final bill and I can fully understand how frustrating this must be. 

Can I just confirm, has your phone number now been ported across to Sky? 

[prof62]

Hi,

Broadband and TV transferred to Sky on 16th October. Phone line ported to sky on 21st October, though VM have a disconnection date from them of 29 October. But they have happily charged me one line phone line rental of £19.00 on final bill (28 October to 27 November). I have a customer compalit reference number, but even your Executive Team are woeful. This is on top of a whole load of other issues after cancellation.

[prof62]

Thanks, will inform Ofcom too. I have never experienced such incompetence in a company from top to bottom, defies belief.

[prof62]

Also, at this point in time I wish to have a correct final bill. Currently it is £5.40CR, it should be at least £19.00 higher. Even the credit of old services (16 to 28 October) is a little lower than I calculated. 

However, I will be pursuing compensation for the sheer amount of time and inconvenience caused prior to the final billing error. I assume there is somebody who can produce a correct final bill in the company?

[Ashleigh_C]

I'm so sorry again to hear that this has happened and thank you again for popping back to me @prof62 I'll be more than happy to take a closer look into this with you via a private message. 

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.