Been with Virgin for approx 9 years, having loyalty punished year on year with ever increasing prices compared to new deals.
Moved house several times due to service needs in the Armed Forces and always taken VM with me.
I've now left the forces, moved one final time and on this move was told I'd have to have a stream box with no multiroom capability instead of my 360 box with additional box, I was told all of the wonderful benefits of the stream box that I could do things like add sports channels at a whim and then remove when no longer needed (sounded great as I mainly watch football) could do the same for other channels and apps.
Following the installation of this we have had nothing but problems, it took over 2 weeks to activate the entertainment package which I then couldn't switch off on demand. My VM app kept stopping me from adding channels by suggesting I needed to call. I couldn't add channels through the stream box itself as technical errors occurred 100% of the time.
I decided that it was time to cancel this service. Called customer services. Explained the service was not as promised and that I would like to leave, no mention of EDF across the phone call. No follow up communication stating anything about an EDF. Final bill was generated and paid. Then last night I had an email saying another bill generated which included around £950 EDF and that will be taken in 2 weeks.
Has anybody else had instances of this where nothing was mentioned at all to them. Especially in instances where the service is absolutely not as promised. Any recommendations on how to resolve this.
