I was offered a better deal by retentions, after I canceled my contract. I called them back to talk about this and they said to reconnect my wifi (it had only just been disconnected) so that I could get a new contract sorted, and said to check with virgin media how long the cooling-off period was for that. I called virgin media, explained the situation and they offered to reconnect my internet connection so I could then go back to retentions to sort a new contract. I was repeatedly told there is a 14-day cooling-off period from reconnecting. I repeatedly double-checked with the person who was organising the reconnection over the phone, that there would be no extra terms or hidden charges, and that the cooling-off period was 14 days, and they reassured me of this. I have tried repeatedly to call back the person from retentions who originally contacted me with an offer, and have left them a voicemail, to sort the new contract before the cooling-off period expires, and have had no answer.
I've spent well over an hour and a half today calling Virgin Media's helpline to either negotiate a new contract at the price I was offered, or disconnect within that 14-day cooling-off period, and have just been given confusing differing information each time, and repeatedly been passed to different people. I was told that I have an outstanding bill of £100 due in June or July after being told that there would be no hidden charges, and that I would need to give 30 days' notice before disconnecting. How can you give 30 days' notice to cancel during a 14-day cooling-off period?
I've spoken to around 8 different members of staff on the phone, and they each gave me different contradictory information with no clear answers. I have accommodations registered on my account for my learning difficulties, which have been accommodated before on phone calls, and I stated this repeatedly throughout the calls, yet not been given these accommodations today, I also informed them I am recovering from a recent brain surgery and just needed this issue resolved simply instead of all this confusing conflicting information.
I repeatedly asked to register a complaint but kept getting passed from person to person with no clear answer, and seemingly no one logged it as a complaint, I have not received a reference number. This has been again repeated through a whatsapp conversation today.
