Hello so sorry for the long story but please bare with me and i really apricate you taking the time to read
I’m at a total loss on what to do I feel emotionally drained and deeply upset. I cant bring myself to call virgin media again and spend hours on hold and being past to multiple departments for something that is not my fault. To be totally honest I really feel like I could just sit down and cry because of the situation they have put me in.
Virgin media cannot be allowed to continue to cause people distress both financially and emotionally. I signed up to virgin media for my tv broadband mobile and internet services.
We had such a bad customer experience from the start with virgin installs dates not being met, not having the items we were promised, ridiculous long waits to speak to people ( one evening I was on the phone for 4.5 hours and passed to 7 departments) promises not being met, offers also weren’t applied and we promised on 3 different occasions this would be rectified and it never happened.
So we agreed with virgin on the phone to cancelled our service 30 days notice with ETC of £223, we had 4 months left in contract. 5 mins after we had spoken to the cancellation team we had no broadband TV or telephone, the broadband is essential in our home. Called back was told nothing could be done as no mangers on site, promised a manger would call the next day before noon.
No manager called! I called back promised a manager would call when I finished work.
For the first time virgin kept their promise, a manger called!!! He put the services back on and promised me we would be paying the same as we did before £65 a month, The down side was we were missing some channels as they didn’t do the same package we were on, but to be honest we could live with that for the 30days. I asked if this would also be considered on the next bill as virgin charge prorate he said it would and we get any overpayments back.
Whilst he was restarting the services I had a email advising me I was signing back up to a 18 month contract. He promised we would not be charged any early termination charges for the “new Contract” , it was the only way to get the services on and it was virgins fault. The manager explained couldn’t put the cancellation trough because he wasn’t in that department and transferred me to cancellations. 5 departments later and 2 hours on the phone got through to cancellations.
They cancelled the TV and broadband with 30days notice and I advised the telephone number was being ported over to our new provider. Advised I was unhappy and that the customer service journey was terrible. I wouldn’t get any termination charges for the “new contract” and as a sign of good will they would credit the bill £75.They had resolved the complaint and that was all they could do.
I had hope that would be the end but because the broadband and telephone line had be disconnected it meant out telephone number could not be ported to our new provider. So had to call Virgin again to cancel the telephone line and explain because of virgins error the new provider couldn’t take the number.
I must admit this particular advised was helpful he disconnected quoting the 12th of April to be the cut off date and agreed we hand had the best service and again we shouldn't be charged early termination charged for the "new contract" and added a good will gesture of £75 . Called again on the 15th April as services still on and told not to worry its all going through i wont be billed any additional charges
On the 2nd of April a amount of 283.39 comes out of my account my package being 168.00 additional changes £69.98 early termination charges 145.58 and a credit of 70.71, ok i thought we will possibly get some of this refunded back to use for the bill on the 2nd of May as we pay pro rata as discussed.
Imagine my disappointment and shock when I looked at my bill for the 2nd of may to see it at £2096.01 made up of early termination fees for , that is double what I earn in a month and I was promised no cancellation fees for the “new contract.” as it was virgins mistake.
I honestly don't know what to do. The though of having to call them yet gain (spent in excess of 16 hours on the phone to them) and being past from pillar to post is filling me with dread has anyone got any advice. I cant even seem to get a deadlock letter nor can i raise a complaint through the app as i no longer had services with them.
if by some chance a virgin member of staff reads these please please do as you promised and take off all of Early termination charges - you cant treat people this way
