I'm posting here in the hope that somebody from Virgin will pick this up. I cancelled my broadband on 17th May. It was confirmed by phone and I thought that was the end of the matter. A few days later I received an email saying that I had taken out a new contract! I sent a formal complaint to Virgin, asking for an email response to confirm that I had cancelled. Instead a woman called to talk about it. I said I wanted an email please (they give you the option of how to want to be contacted when you complain) so that I had in writing. She got annoyed with me and finally said she'd send a letter. She never did. I have complained twice more and have still heard nothing back and Virgin are still trying to bill me for something I cancelled in May. To say that I'm annoyed is an understatement. I truly wish I had never used Virgin and looking at TrustPilot I'm not alone. I wish I'd checked there before I used Virgin. In fact I think I'll set up a group for disgruntled Virgin customers because unless a group of people get together and do something about them, they think that they can do whatever they like. They are very careful never to give anything in writing and don't have a ticket system and chat never works. I have times for all phone calls and Virgin need to listen to these calls as I assume that they are recorded.
I notice that when you select a board you want to post in, there is no option for problems with billing/customer service.
Just as a postscript, my first request to cancel was on 17th May, but she failed to do so and instead transferred me to another dept where I eventually gave up holding as it was taking too long. The 21st will do though just to get this whole thing behind me.