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CESKES1
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Why cant I get through to cancel

I have been trying for months to get through and in the end cancelled the Direct Debit andnow getting automates calls, emails and letters for money and being billed for failed payment. A bit of a cheek when they are currently providing no customer service at all.

 

I have tried both the 0800 and 0345 numbers but still no luck. I also work full time and y hours are theirs so I am having to try around breaks. It is a very poor service, or lack of

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japitts
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Message 2 of 9
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Re: Why cant I get through to cancel

The current issues with C/S queues I won't argue with, but let's come at this from another angle...

You admit to cancelling your payments, and therefore not upholding your side of your contract with VM.  The methods of giving cancellation notice - i.e. phoning or writing - are well documented.

That VM are now charging you late/missed payment fees, and are chasing you for missed payment, is of no surprise. If I were you I would resolve this ASAP, before these missed payments are entered on your credit file. It may already be too late for that.

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R3db3ard
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Message 3 of 9
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Re: Why cant I get through to cancel

They did say they've been trying to phone for months 🤔

japitts
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Message 4 of 9
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Re: Why cant I get through to cancel

Hence my mentioning the postal cancellation option. It's documented in the T&Cs, which every VM customer has agreed to.

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R3db3ard
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Re: Why cant I get through to cancel

It's AN option

As is the telephone option which the OP has used to absolutely no avail.

They tried. Being unavailable to answer a reasonable effort to contact is not an excuse.

apcyberax
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Re: Why cant I get through to cancel

then they will need to argue that in court. Is it worth the time and cost. VM will just follow process and suspend/cancel the account. Chase the debt and enter it on the Ops credit file.



japitts
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Message 7 of 9
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Re: Why cant I get through to cancel

Unless a customer has given notice to cancel their contract by any of the available means, their account will remain open - and VM's actions that have been described in this post, are entirely unsurprising and forseeable.

Cancelling regular payments does not serve to cancel the contract.

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R3db3ard
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Re: Why cant I get through to cancel

Plenty of lawyers would be happy to take that on. Some for free.

 

apcyberax
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Message 9 of 9
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Re: Why cant I get through to cancel

cool we have an outcome. Let us know how it turns out
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