Trying to cancel TV package has left my 92 year old mother in tears

[Tonywall99]

My brother died just before Christmas. He lived with my 92 year old mother. Since then she has been trying to cancel his TV package which she cannot use. Repeated WhatsApp conversations with bots have resulted in the situation getting totally confused. The contract is now in her name. Rather than the phone line only package she requested she appears to have been given a TV Maxit package.  It appears to be impossible to speak to a human at Virgin. We are at our wits end trying to sort out this mess.  We have tried Virgin bereavement services who have zero empathy and offer no practical solutions. Any ideas where we can go next to escalate this? Mum  just wants to walk away from Virgin, however as she has a Care line alarm we cannot just cut off the phone line. 

[Gareth_L · Accepted solution]

Hello Tonywall99.

Thank you very much for bringing this to our attention on our community.

Please accept our sincerest apologies for your recent loss. We cannot begin to imagine how upsetting this is for you and your family, so we would like to step in and help.

What we can do from here is help with the package change as quickly and stress free as possible, whilst making sure the telephone line stays active for your mums care alarm.

We do need to take some account details and pass security over a private message.

If you can check your logo at the  top right of your screen that would be great. 
Regards     
Gareth_L
 

[Gareth_L]

Thanks for your time over the last few days Tonywall99.

So glad we have been able to get everything resolved for you and your mother.

If you need anything else, please pop back on here.

Gareth_L