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No replies from Virgin

The account holder went into a retirement home in June. 3rd August the direct debit was cancelled as there was no response to Chat or text or phone calls and the online was not working with the correct passwords etc. 17 August letter received asking for a full months payment, despite the account not being used for the full period. 26 Aug phone call to family member from Virgin who  asked to cancel account. Operative disconnected the call. 26 Aug several SMS sent same response 'how can i help?' 27th Aug letter sent to complaints department. 1st sept letter received for previous month, current month and late payment fee. total of £160.00. 9th Oct several messages sent to Virtual Assistance. Nothing. Yesterday family member received a message to contact BPO. So despite trying to contact you for a correct balance from the date the account holder wanted to cancel in August, you send it to a debt collection agency. Just spoken to them to try to address the issue. Why has no one from Virgin made contact after all these attempts to contact you?

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Re: No replies from Virgin

unfortanatly it does not work as you would want it to

not using the service does not matter - its still installed so they assume you are away or whatever - certainly does not reduce or cancel the bill - cancelling the DD has the consequence you have seen - dept put out for collection and black mark on credit rating - ding nothing is not an option - someone needs to officially give 30 days notice and officially that can only be the account holder - if thats not done the dept will just increase

not sure what the correct path is so will flag the thread to VM to pick up - that can take a day or a few but keep your eye on the thread they will want to take it to pm i think to get some info - if you have account details or can get them that would help but dont post any personal info on here

 

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Tony
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Re: No replies from Virgin

Good Afternoon JillyT, 

 

Thanks for your post on our Community Forums and a very warm welcome to you!

 

Sorry to see you've been having difficulty with the cancellation of an account.

 

We would need to speak to the account holder when cancelling an account. However in circumstances that mean the account holder is not in a position to call us and request the cancellation, we then would require to speak to a 3rd party who has been able to gain a power of attorney

 

Do you, or another member of your family have one of these?

 

Kindest regards,

 

David_Bn

 

 

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