Am having a real painful experience exiting Virgin Media after being with them since 2010.
I have recently moved address. My contract was due to end in July 2025. But I couldn’t move my services with me to my new address as Virgin Media don’t have a service here at this time (it is a new build).
I’ve been in touch with the movers team and submitted proof my address originally on 13th November 2024.
The following day they confirmed with ‘Good news about your early cancellation fees’. ‘we’ve had a look and it meets our guidelines, so we’ll pop a £147 credit on your account to cover the early cancellations fee. It should be done within the next 3 working days’.
it also continued ‘You’ll get a cheque on 20 / 12 / 2024 if there’s any credit leftover after your services have been disconnected. If you’ve already paid your bill with us, we’ll pop a cheque in the post to you as soon as your account is closed’.
Fast forward to 21st November 2024 and my account is now closed.
25th November 2024 Virgin Media issue a ‘final bill’, ‘due now’ and ‘overdue’. The figure is £121.78. So they didn’t apply the credit! That’s when I start to think to myself ‘what’s going on?’.
I then have contacted Virgin Media customer services in the past week. Going in circles and circles. Finally today I am having VERY conflicting answers. On the phone this afternoon at around 1pm I am told verbally that this is all a mistake and he is sure my credit will be applied by Wednesday latest and will call me that day to confirm all is okay.
Then at 2.09pm I have another email from Home Movers telling me they need me to submit new evidence of my new address?
So now I’m completely confused on what the is going on. I contact them again, twice. First time I am left waiting 40 minutes while the guy talks to ‘back office management’. I put phone down and didn’t wait any longer.
My final call this Saturday was at 5.30pm and this time I am seemingly told that back office have denied the credit and instructed ‘submit new evidence’. To say I am angry is an understatement when I had already been told over two weeks ago that my evidence was acceptable and everything was moving fine.
Essentially Virgin Media are failing to honour their instruction to me , confirmed now both by email and by phone. They lied and have worked hard to send me in circles probably as a strategy designed to somehow annoy me so much as to pay this final bill because what else can explain this bizarre situation?
I cannot believe companies like Virgin can behave like this. It’s disgusting in my opinion.
Can other give some advice on how to proceed? Surely I should hold my ground and demand they honour their original confirmation sent to me on the 14th November.. frankly with how I have been treated and the total lack of communication regarding any ‘**bleep**-up’ on Virgin Media’ side would entitled me to have compensation even more than the credit already awarded me, which was £147.
