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Still issuing bills and demanding money over 6 months since I gave notice and left

Tuning in

After 11 years with VM, never missing a payment, I moved to BT having given notice over the phone and in a letter to the official address in Sunderland.

To this day VM are acting as though I still want their service. Still they refuse to engage with me other than through aggressive automated demands for payment (threatening my credit rating) and still they refuse to acknowledge my giving notice.

I now have their debt recovery agency on my back and a plummeting credit rating, through no fault of my own.

I’ve raised a complaint - id C-161023883 - but, surprise surprise, I can no longer access that part of their website to track its progress and they won’t respond to my email on the matter.

I have proof of receipt of the original letter of 13th May. I also have email proof I raised the complaint and of the phone calls I made.

Ofcom have been next to useless. I now have to wait another 4 weeks before using the independent adjudicator Cisas, while my credit rating continues to crash. The original phone calls were mysteriously dropped or dominated by a “Retentions” team refusing to accept me leaving and suddenly, supposedly experiencing IT problems which prevented them from fulfilling my request. So I avoid the “help” numbers and chat.

This is an absolutely disgraceful way to treat any customer. It’s criminality wrapped up in offical business BS. The stress it causes and the damage to my financial reputation at a key time in my life can never be made up for.

It’s time to publicise my own experience. Next stop its the watchdog programmes, starting with the BBC.

If any VM bod replies to this please note I refuse to call any standard numbers, or use your chat help facility. If you aren’t going to actually resolve this problem then please don’t reply.


Forum Team
Forum Team

Hi @Pegler

Thank you for your post and welcome back to our community forums. We're here to help.

I'm so sorry to hear that there seems to be a complication regarding a disconnection request and subsequent billing. Do you recall when and how you raised the request to cancel? It can take up to 30 days from the date of request and you'd be billed for your services as normal during that period.


Zach - Forum Team
New around here? To find out more about the Community Forums, take a look at our FAQs!

As I said, the original letter giving notice was 13th May. This letter was received by VM 16th May and I have proof of its receipt. The phone call giving notice was 12th May.

So it’s nothing to do with the 30 day notice period.

I'm so sorry to hear that this has happened @Pegler and thank you for popping back to us. 

I'm going to pop you a private message so we can take a closer look into this. I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.