No response from the Sunderland complaints address.

[HelenC2]

I don’t know where to turn to. I cancelled my Virgin media contract in April during the cooling off period. I returned all equipment. The equipment was never opened or connected to Virgin service.

Since then I’ve been pursued by virgin for payment of £43.16. I’ve made numerous calls and spoken to various virgin staff all of whom has assured me the contract was cancelled during the cooling off and that no payments are due. However, this has not prevented virgin from continuing to send me invoices and to note missed payments with Equifax.This has had a detrimental effect on my credit rating.

I submitted a formal written complaint to virgin media by post. My complaint was signed for on the 20th of July 2024.. But to date I have received no acknowledgement or reply.

I’m now being contacted by imfs debt collection agency for a debt that I do not owe. There is no point in me making any more phone calls to virgin helplines because they have proved completely fruitless. 
I am locked out of all online access to account support because my account was closed so I cannot login.

The next step will be taking this to the Ombudsman but I just wondered has anyone else found a way to resolve this type of problem without going through the Ombudsman?

[Cardiffman282 · Accepted solution]

Helen the VM forum team might be able to help.

As I understand it some charges can still be applied to cover costs incurred by VM during the cooling off period but then you stayed disconnected and were also told no charges would be applied. You might want to secure the call recordings via a data request in the mean time. The link is below. 

[HelenC2]

Thanks for your reply and those links. Will try requesting call recordings.

[Zach_R]

Hi @HelenC2,

Thank you for your posts and welcome to our community forums. We're here to help.

I'm so sorry to hear that there's been some complications with a cancellation request and some disputed billing. I'm going to send you a private message in a few moments, so please respond to that when you can and we'll assist you further from there with this.

Thanks,
 

[Zach_R]

Hi @HelenC2,

Thank you for getting back to me via private message. I'm glad that we were able to get your concerns addressed and resolved.

Please do let us know if there's anything more that we can help you with.

Thanks,
 

[HelenC2]

Thanks Zach, your assistance was greatly appreciated - it’s a shame that I didn’t get such a helpful response from other Virgin media telephone staff over the past few months.