Hello,
I have a problem with VM that I've been trying to solve for half year. I must have wasted over 12 hour of my life on phone or in web chats - no success.
Here is my problem:
> I tried to set up internet in my new place last year. First time I used phone and talked to some guy from VM. I was supposed to get the router in 2 weeks time but nothing arrived. After 1.5 month of waiting I tried again - this time online and it worked. Engineer came, installed router - all fine.
>After several month I noticed that I was paying 2 direct debits (DD). There were two DD payments outgoing on the same day of the month (same amount). But the DD reference was different suggesting two different VM accounts (I recognized only one). I cancelled the unknown DD and since then I have been trying to get my money back (£150) and cancel that other VM account linked to my bank account.
>It was after some BPcollection(?) company started to bother me with numerous texts and calls that shed some light on what happened - it turned out that the VM call operator made several mistakes when he was setting up my account the first time: he messed my address, misspelled my name and very likely my email address. That's why I never received the router and also any bill (by post or electronically) regarding the "wrong parallel" account.
>Both VirginMedia call centre and VM Complain centre are hopeless - they cannot cancel the wrong parallel account because I cannot pass the security check. And they always suggest to send me password by post or email even I explicitly say that these are incorrect as I have never ever received any email or post regarding this wrong parallel account. But they wouldn't change the address or any other details unless I pass the security check. So it's a vicious circle.
Can somebody give me some advise please?
Many thanks
best
Jan
