I too am having the most appalling experience with VM over this.
I moved house in May and spoke to an agent, however I've kept being charged. I've has to pay £207 before anyone would allow me to speak with the cancellations team, and they won't speak to me as I can't remember the phone code and won't take any other verification from me, although all the other departments I had spoken to, including payments, were more than willing to take alternative verification. It is criminal how people are treated. I'm pregnant and suffer from anxiety. I've been waiting since 4pm yesterday - after being on the phone for nearly an hour - for the bot team to call me back as apparently they have other means of verification which the cancellation team don't have!!! Come on. This is ridiculous customer service, inconsistent and obstructive. I'm being told that the person I spoke to in May was an 'external agent' even though they identified themselves are from Virgin Media, so I am still being charged for a service I have not had since May and I can't stop that until I can speak to someone in cancellations and they won't let me speak to them.
I am still on hold, both online and over text message, waiting for the bot team. I can't speak to anyone else and can't reset this phone code. A reminder is being sent to my OLD address that I have to wait to be forwarded. This is obscene, extremely distressing and just taking money from people.
Can someone contact me asap
