locked out

[S762hgx]

Please can someone help me? I am unable to access my account as the password appears to have been changed to a Hotmail account that does not belong to me r anyone in my household. I have tried to reset the address I registered with but to no avail, I have called the helpline and they have so far also been unable to change the password while telling me my account is in arrears This brings me to my second issue, I have been over changed for the last 3 months, I have checked my bank account and every payment for at least the last year is complete and on time. The representative just kept telling me I was wrong, refused to pass me to a supervisor or a different agent and was wholly uninterested in looking into why there is someone else's email address on my account.

I only called to cancel the service in the first place and I'm now concerned my account has been hacked and my bank details coimpromised. Do I go straight to ofcom or is there a different way to contact Virgin?

[Kath_P]

Hi S762hgx, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you've been having an issue with logging in to My VM and also with your bills. This is something we can certainly check for you but in order to do that I will need to confirm some information with you to pass security. 

I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks, 

[Yearofthegoat]

Hi. Did you manage to get this sorted out? It's almost the same situation with my account.

Thanks

[Molly_T]

Hi Yearofthegoat 👋

Welcome back to the community forum! Thanks for joining this thread - sorry to hear you are having the same issue!

It looks like you've also started your own thread 👉  here about the same topic. 

I'd like to take a closer look so we can confirm a few account details and ensure everything is set up as it should be. We just need to send you a PM to do this. You can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞