I was previously a Virgin media customer. I cancelled my services as moved address and send the tech back. I was suprised that when I checked my Credit file account this week that there was an outstanding amount showing on my bill – it is showing for £54. The start date of services was 05.03.17 – and the last time the account was dated on Equifax was : dated 10.6.2018
I do not have a copy of my old bill, I do not have a copy of my account number .
I began by speaking to Virgin media on a call, and was met with someone who wasn’t very helpful.
I then contacted the chat system today 12.35 – or which I am still waiting for someone to speak with me, after being transferred to another member of the team.
Whilst in the online chat – I called and spoke to an adviser Harpreet. She indeed was able to find a trace on my account of me but couldn’t access to confirm a payment amount – stating she can take a payment for me, but could actually confirm the amount, that my account was locked – she couldn’t even see my account number . She stated she could send a letter out and then I could use that to make a payment once I had received it. However, there was no availability on the system to change the address – so I wouldn’t get the letter. There was no option to input a memorable word wither.
I was on the call for over half an hour – which she got a little tetchy and frustrated with the situation. The called ended from her stating there was nothing she could do – gave me alternatives of going online on the chat – which I am still at this moment logged into trying to get a response and resolution.
I wish to make the payment, if infact I owe that money – Which I was not aware that I did, despite updating my address when I moved and terminated the service.
I find it very difficult that I can not get any answers, I can not sort this payment issue out – I have currently spend 5 hours of time sorting this – time that is precious.
I can not log a complain on your service to have it dealt with that was due to not being able to access any details to log in anywhere, I did try my account email and a reset – but the system wont recognise me
my credit file – it is impacting on me negatively and stress the importance of there being a resolution ASAP whether it is my account is full closed and the deb removed or a way for me to pay (the correct balance on verified byt a virgin media staff) and that the report is then updated accordingly.
Any help or other solutions appreciated
Thanks
