Vm broadband cancellation drama and illegal charges

[Martin2024]

Hi,

What does a man have to do to get his account canceled and get his money back from Virgin?

My first attempt to cancel by phone, less than six weeks before the contract end, was refused by your staff, who stated it must be exactly 30 days before the end date to avoid early disconnection charges.

My second attempt on April 26th was accepted, and I received a confirmation email. However, the live discount on my account was removed.

Two months later, I am still waiting for the address to where I should send the equipment, and the promised prepaid envelope never arrived. Moreover, Virgin Media is still billing me for services I do not use.

I have been a loyal customer for ten years, but it seems you overcharge loyal customers and cause distress. By the end of this month, I will have been overcharged for the second month in a row by £124 for services already canceled.

I spoke with your staff last month and was promised a resolution within ten working days. However, nothing happened except for more charges. One person blamed the previous customer service advisor for errors and omissions.

I have raised a complaint, but your investigation timescale of a minimum of 28 days is excessive.

Please address this issue promptly and provide a resolution as soon as possible.

Thank you.

Best regards,

[goslow]

While waiting for a VM forum team reply ...

You can share your unhappy cancellation experience with OFCOM.

https://www.ofcom.org.uk/about-ofcom/bulletins/enforcement-bulletin/open-cases/cw_01275

Case ref. no. and an email at the bottom of the above page or submit with same info via the contact form

https://ofcomforms.secure.force.com/formentry/SitesFormCCTMonitoring

Submitting information won't help your individual complaint but it will contribute to the general OFCOM investigation into VM's cancellation practices

[Cardiffman282]

Martin do please let Ofcom know all about your cancellation experience with VM https://community.virginmedia.com/t5/Community-Natter/Breaking-OFCOM-investigating-VM-over-difficult... 

[Vikki_M]

Hi Martin2024

Thanks for your post and welcome to our community.

I'm sorry to hear you've had a poor experience when trying to cancel. This is disappointing to hear & I assure you this is not the level of service we want to provide.

I'll send you a private message now to get this resolved.

Please look out for the envelope in the top right of the page and pop back to me when you can. 

[cylinder]

I wouldn't be too concerned about the complaints timeline - read https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Complaint-ignored-and-closed-with-f... (and other examples on here) and you'll see why!

[Martin2024]

thank you Vikki for responding to my query. Reply was sent yesterday to your pm.

[Itshim]

good luck and look very carefully at any thing offered . seem to have a trick in book at there hands.

[spell]

As above - bear in mind you have already been blatantly lied to in a bid to frustrate cancellation or at the very least get another months payment - in law you can give notice of cancellation at ANY time during the course of the contract - of course VM consider themselves exempt to the law and have thought up their own policy which stipulates cancellation can only be given within the last three months of the contract. Of course this is well known to the call handlers who are implicit in the scam which has being going on for years.

The next phase will probably be to offer you an impossibly cheap deal which will not be honoured.

Keep copies of everything and record all phone calls,