Hi, I was on virgin contract for £27.99/m that ended on 22nd June, since then I am trying to close my account, but it is still active, and I keep getting extravagant bills of £54.28/m.
I tried to contact Virgin Media Team for quite sometime and after spending hours online and being passed from one team to another, finally on the 21st June, I managed to speak to an agent called Adam and I asked him to end my contract and he offered me a deal of £21/m and also gave me his personal mobile number for future. He assured me that each time my contract is about to expire, I need to just ring him.
Few hours later, I received pre-contract documents that was for around £31/m - there was no mention of any action for me, and there was no change on my account which was still showing £54.28. As this amount was different to what Adam has promised so I rang him immediately, Adam said he will take off the phone line rental so my bill would be £21/m. That didn’t seem right, but I didn’t have any other option. I received the bill for £54.28 and this was deducted from my account by direct debit on 9th July. So, I rang Adam again, he immediately responded with a text asking my identity. So, I explained this to him, and he replied with a text message telling me that £21 contract would start from next month and my account would be adjusted to account for this extra payment, he assured me, I will not need to pay anything next month and he will look into my account. Well, still nothing happened.
On 22nd July, I received the next bill again for £54.28, and I immediately rang Adam - there was no response this time. I then send him a text message, asking him to close my account. There was no response
Then on 26th July, I lodged a complaint with Virgin Media(VM), informing them about everything. They could confirm that I have spoken to agent Adam but nothing more - no other support or solution was offered. Their advice was to contact virgin media (again!) - can I trust another agent? I have since, spoken with a couple of other agents but each of them is still trying to get me into a new contract. When I mention, I need to leave -they respond that will be another team. This process of ringing virgin media is very tiring and there is no other way of contacting VM.
Finally, I started a new contract with Sky and stopped using Virgin services from 15th August and cancelled the VM direct debit. But I am still getting overdue bills - although I have stopped using their services.
During this period, I have been so stressed and now mounting virgin bills make me feel very harassed.
