August 2023 I moved home and asked virgin to move over my internet as well. They did this and then billed me a my last £30 for my old account.
this out standing balance has been on going now until todays date through VM fault only.
when I received the bill through the post and email I paid straight away, one month later I get another email saying it’s over due. Once I phone up to pay again it’s clear that my previous payment was allocated to my new address and account number. So my current active account was just showing £30 credit and the old one over due still.
cut a long story short, it’s now almost been a full year since this has happened, and every month I do it all over again. I’ve made several complaints, and reassured it’s fixed and that the payment will be made so the old account can be closed. They have even compensated me around £60 for the hassle as it has affected by credit rating.
I have probably made 2-3 phones call every month to VM to try and resolve this issue and then emailing the credit file adjustments team to resolve it. Only to get an email back saying the balance is still showing as over due.
I’ve also asked the caller representative to check my notes when I phone them back, because the second you try and explain the situation you get a ‘ahh I see, someone’s allocated it to your new account, don’t worry I can sort this for you, we just need to take another payment’ and I’m like nooo I’ve paid 10 times already, been told multiple cases that because of VM mess around they will clear the balance and close the account.
I have no faith or hope that this will ever get sorted. I have received another email this morning saying it’s over due again. Absolutely madness aswell considering it’s only 30 quid. Now effecting my credit rating
how the hell can I get this sorted?
Does anyone have contact email for Rachel barrass? Or a director of complaints or something, because the absolute mess of a show I’ve had to deal with is ridiculous
thanks
