I have been trying to cancel my account for the past 2 days and after waiting in the queue for hours I get cut off and no one cancels my account. I have had enough, i have spent endless hours just to cancel my account which is absurd. To start with you started charging me £37 from £28 out of the blue and then to top it off i started getting charged £68. I contacted you and no one replied, this is funny at this point. Plus not only they don’t want to cancel my account and refund me the extra money you have charged me but they also want me to pay for the 30 day notice stuff which i do not understand. This is extremely disappointing, i want my account cancelled asap, i have had enough of these lies.
How have the changes in pricing come about and how long have they been going on for?
What do your contract documents say you should be paying?
Have you come to the end of a minimum 18-month contract term, without renewing, and moved to 'standard' pricing for your package?
To cancel, you need to give VM 30 days notice (via phone, chat or letter)
You can cancel your services by post as per info below if you just wish to leave VM with no further discussion or negotiation
Use a first-class, signed-for delivery service. This will give you a date/time of delivery when you gave VM your 30 days’ notice to cancel. Also keep a record of the tracking number.
If you cancel during a minimum term period VM will charge you early disconnection fees.
You can share your unhappy cancellation experience with OFCOM.
They launched an investigation into VM on 13 July 2023 specifically into VM's cancellation and complaints processes.
Case ref. no. and an email at the bottom of the above page or submit with same info via the contact form
Submitting information won't help your individual complaint but it will contribute to the OFCOM investigation and it sounds like your experience is directly relevant to the terms of reference of the investigation.