I have been a customer with NTL and then Virgin Media for over 20 years. At the end of July 2018 I renewed my TV, broadband and Telephone package for 12 months. In September 2018 I recieved a letter from Virgin Media regarding an annual increase for 7.5% or £4.
I was unhappy with this, as I had only recently agreed to a fixed term increase for 12 months, so I called can spoke to their customer services.
We spoke about why I was unhappy and the adviser looked at what she could do about the price increase. Her offer was to reduce my package to lessen the impact of the increase. By the end of the conversation I explained i would be paying more for less and that I would consider the offer and call back.
I spoke to BT and Sky regarding their offerings for similar packages.
I called Virgin Media and spoke to the same adviser. I advised I would not be taking her offer, and as per the price increase letter I would terminate my contract with 30 days notice, which I was within my rights, and at no additional charge.
I called Sky back and signed up to their offer.
Today, 3rd November, I received an email from Virgin stating that I owed them a £240 termination fee!
As per my previous letter from Virgin I called to speak to a customer service adviser immediately.
I explained the situation, but was advised that my conversation previously was not recorded with any details of the increase in my bill, so i was therefore being charged £240.
The timing of their letter informing me of the increase in services and my phone calls to Virgin were not a coincedence, as any reasonable person would agree. Accept the line manger of the adviser I spoke to today.
I have requested a transcript of the conversation last month, but not all calls are recorded. This request can take 30 days.
In short, why would I cancel Virgin to save £5 per month with the knowledge I would be charged £240, which is equivalent to four months of service? I obviously terminated with the knowledge, as per the Virgin letter, that I was within my right to give 30 days notice without charge!
Sorry to understand that there has been some confusion regarding your disconnection and the Early Disconnection Fees.
Did the agent advise you of the fee's at the time of booking your disconnection?
If you wish to request the transcript of the call, this can be done via a Data Subject Access Request (DSAR) This is totally free of charge and we have 30 days from when it was requested to action. As you have mentioned though, not all calls are recorded and they are only kept for 3 months so this may not be available to you.
In regard to the complaint you have raised, what resolution have we offered?