Yet another cancellation issue.

[JamesC81]

So yet another cancellation issue if anyone from the forum team can help.
I have cancelled my virgin media contract via post, letter was sent to the Sunderland address and received on the 19th November which I have proof of so we are now well over the 30 days notice and now geting nusance phone calls supposedly from Virgin media.
This seems so be an extremely obstructive process to cancel and contract!

[Carley_S]

Hi @JamesC81

Welcome to the community forums. 

Really sorry to hear that you've since cancelled with us but are still receiving calls. Are these calls regarding an active account or are they sales/marketing calls? 

[jem101]

Now it is, of course possible that these calls are not from VM at all but just some scammer attempt - they usually aren't so persistent though.

Now let's assume that they are indeed from VM, now JamesC81 sent his letter in and has proof that it was received at a certain date. Allow for the 30 days notice and his account should have been terminated as of mid-December, yes? It is now a month later and he claims to be receiving numerous calls

I can see two possibilities here either a) VM have ignored a clear instruction to cancel, when requested and on the relevant date - something that the regulators really take a dim view of and will cost VM a considerable sum of money when it gets escalated; or b) VM have indeed cancelled and hence have no contractual agreement with him but are making unsolicited marketing and sales calls, something which is in breech of the UK GDPR regulations and a different set of regulators will also take a dim view of, and can also cost VM a considerable sum of money.

Which one is it - and it's not a good look either way!

[JamesC81]

These are from Virgin media, I'm still waiting on the packaging to return the equipment and a final bill date which I should have received by now.

[jem101]

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@JamesC81 wrote:

These are from Virgin media, I'm still waiting on the packaging to return the equipment and a final bill date which I should have received by now.

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Oh; they haven't properly processed the cancellation have they? Check your bank statements, are you still paying VM's monthly subscription?

[Andrew-G]

JamesC81 - if (and I can't know the facts) VM haven't processed the cancellation and are still taking the direct debit, DON'T STOP THE DD.  Whilst legally you'd be in the right, VM's brainless processes will treat it as a default under a credit agreement and they'll report that to credit reference agencies as well as adding late payment charges and even handing it to scumbag debt collectors.  You could eventually sort that out and get it all cleaned up, but it adds further complication and worries for you.  Far better (if they've messed up) to force VM to back date the cancellation and pay compensation using Ombudsman Services.

[Natalie_L]

Hi JamesC81, 

Thank you for your reply and for confirming the calls are from ourselves .

I would like to take at your account from here so I am going to pop you over a private message to take a few more details. 

This message will be available via the purple envelope on the top right of this page. 

Speak soon, 

[Natalie_L]

Hi JamesC81, 

Thank you for joining me on private chat. 

I am very happy we have been able to help get this resolved for you. 

If you have any further issues or questions, please do not hesitate to get in touch. 

Take care,