Virgin not honouring cancellation, and sending unrequested new contracts

[oscarbrt]

I requested a cancellation of my Virgin Media Broadband contract, an option provided by Virgin Media due to a price raise, that was acknowledged by Virgin via email.

A week later I received a contract that I did neither requested nor accepted.

Now it appears that I have two contracts, and that my cancellation request was cancelled!

This is a very questionable practice, if not plainly illegal.

Is it too much to ask Virgin Media to honour the cancellation of my contract and not to incur in such practices?

[Daniel_Et]

Hi @oscarbrt 👋 Thank you for your post and welcome to the Virgin Media Community 😀

We're sorry to hear you intend to leave us and about the problems you've been having doing so 😔

Did you receive confirmation in writing that the cancellation request had been processed, and have you received specific confirmation it's been cancelled?

Advice on the different ways to cancel a contract can be found here. 

Please pop back to us at your earliest convenience.

Regards,
Daniel

[oscarbrt]

Hello Daniel,
Thanks for your message.
I have an email confirmation about the cancellation (I may forward it)
I only found out that the cancellation/disconnection was cancelled when I contacted VM about a new unrequested contract being offered and actioned without my explicit approval.
Now, I can see two contracts in my account...
I queried VM about the new unrequested/unaccepted contract, they supposedly cancelled it but then my old contract cancellation was cancelled.
this is fraudulent in my opinion: if my initial contract was cancelled, why they reverse the cancellation without my permission? 
I would really want VM to honour my initial cancellation so to avoid further escalation, such as involving an Ombudsman, etc, or at least offering some ways to solve this issue.

[Zoie_P]

Hi @oscarbrt, 

I am so sorry for your experience with us and for any confusion on this. So we can best help I will take a look into this for you. I will pop you over a PM. Just keep an eye out for the little envelope 👀📩
Thanks,

Zoie

[Zoie_P]

Thank you @oscarbrt, for messaging with me.
I am glad I was able to help you with this 😊, all the best and please pop back to our forums if you need any further help!
Zoie

[oscarbrt]

Thanks Zoie,

you have been a beacon of help. I just wish I could have had your help earlier on.
Hopefully, all should be solved now.