Hello,
We called to close our broadband connection in November 2022, which you confirmed via email on 1st December. You cut off the internet connection and ceased providing a service to us the following day. We returned the broadband hardware as per your instructions, completed the final payment on the Virgin account dashboard, and canceled the direct debit. However, we noted today (2nd September 2024) that you continued to charge us after this payment for services that you never provided, then reported 5 'missed payments' of £19.90 to our credit report every month from January to May 2023, all of which are now labeled as defaults in our credit history. This has negatively affected our credit score for years, likely cost us thousands in interest, and today prevented us from getting a mortgage on a new house.
We note that at the same time on 1 January 2023, the Communications Ombudsman started collecting official complaints about Virgin Media's practices https://www.commsombudsman.org/raise-dispute/virgin-media. We also note that later that year in on 13th July, OFCOM launched an investigation into Virgin Media specifically into their cancellation and complaints processes https://www.ofcom.org.uk/about-ofcom/bulletins/enforcement-bulletin/open-cases/cw_01275. We can only imagine how many tens of thousands of customers whose financial and home lives you have harmed in your attempts to defraud and coerce them out of a final £20 before they leave.
Please let us know what the next steps are to resolve this, rectify our credit record and move on to our next home. We called the customer service but the operator was unable to help as the account was already closed. We have account details but are unable to access anything via Virgin Media due to the account being closed. We would like to know what to do.
