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The bereavement team do not exist and the chairman Lutz Schueler is low

rachaelmcgarry6
Joining in

I have emailed the chairman and the bereavement team because my sister died, we followed the virgin procedure as instructed, they did not transfer anything after filling out a TRANSFER form instead they cut his phone line, but still managed to write to him to tell him that his bill be £150 a month !!!!! . His only means of communication with the outside world was his landline. He is elderly and frail not to mention has just lost his wife. The chairman and this so called team should be ashamed of themselves. Virgin are an absolute disgrace. ANSWER YOUR EMAILS MR SCHUELER!!!!!!!!!!!!!!!!!   Take responsibility and ownership for the problem your staff have caused!!!

10 REPLIES 10

rachaelmcgarry6
Joining in

Hi . Had to reply because Virgin Media are the worst company ever . Ive emailed the chairman and the bereavement team. Both ignoring. They're happy to take our money. I am looking into raising this much further and I will repost once I get further. 

Sorry about the bereavement. Your best bet is Twitter. Make there complaint public. 

And if this is an accounts problem - go to the bank and exercise right to cancel a direct debit etc. 

 

jpeg1
Alessandro Volta

Wrong advice.  Cancelling the DD won't cancel the contract.

VM are ruthless when this happens.  The costs will go up, defaults put on credit records and debt chasers employed.

VM do not care about personal citrcumstances. They just want their money.

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.

Hi @rachaelmcgarry, thank you for your posts and welcome to the Virgin Media Community.

We're really sorry to hear of your loss and about the poor experience you've had.

Have you tried calling the Bereavement & Critical Illness team about this matter? 

The best number on which to contact them is 0800 952 2302. They're available from 8am till 4:30pm, Monday to Friday.

Please get back to us at your earliest convenience.

Regards,
Daniel

ize
Tuning in

Virgin is a total disgrace. They have no procedure whatever for when someone dies. The Bereavement team is a cruel work of fiction.

Hi Daniel, what is the point of a phone number that does not get answered?

Correction, they did finally answer and were helpful. If anyone else has a family member die and you have gone through the bereavement process. I have been reliably informed by the bereavement team that you can ignore any bills that are sent because 3 months after virgin has issued the final bill, they write the debt off.

Hey @ize Thanks for reaching out to us on the Virgin Media forums. 👋🏼

I'm sorry to hear about your loss. 🙏🏼 Our condolences and prayers are with you and your family during this time.
I'm glad to hear that the team has assisted and has managed to get this sorted for you.

Do reach out to us in future if you need assistance and the team will support. 🧾

Kind regards,
Ilyas.

Ilyas_Y
Forum Team

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unisoft
Well-informed

@ize wrote:

Correction, they did finally answer and were helpful. If anyone else has a family member die and you have gone through the bereavement process. I have been reliably informed by the bereavement team that you can ignore any bills that are sent because 3 months after virgin has issued the final bill, they write the debt off.


Sorry for your loss, but would just like to add that I hope they followed the answer up in writing? Too many people at VM say one thing, get it wrong then chaos. Hopefully not in your case, but if you could ask them to confirm what they said in writing, it would help if it goes [MOD EDIT: Language] shape later 🙂