My services have been suspended for exceeding a £50 credit limit I did not know existed. My account is fully up to date. This is due to on demand content only. However, I have not been sent any emails or notifications that any limit was exceeded.
I regularly spend well with on demand and have never had an nissue. In November 2021, I spent £75 on content. In October 2021, I spent £60 on content. I know for a fact that my credit limit was set very high, at one point exceeding £200, so this £50 limit has been applied without my knowledge.
I have spent the entire morning on calls, being passed from technical support, to collections, to cancellations, to collections, to customer service, back to collections. Each time I am told I MUST make a payment today to resume services. But as I have been cut off mid-way through the month, I do not have the funds to make a payment today, even if I wanted to.
I have also spent in excess of 1 hour waiting to be connected to an agent on the chat, which is now completely unresponsive.
Two days ago, I agreed to extend my contract for a further 18 months. Almost like clockwork, having extended a contract, I am now being treated very poorly again. Despite being within the 14 day period, I am told I cannot cancel this contract without payment. I have made my intentions clear that if Virgin continue refusing to help, I will pay anything outstanding at the end of the month, on my usual payment date and then cancel for good.
I know full well that credit limits can be increased and payments deferred. What I don't know is why I am being refused these options, having just agreed to extend the contract.
Someone can help, so why won't they?
