I tried to resolve this via official complaints but 5 were closed where the text of my complaint was ignored and nothing was actioned. I spent a lot of time in NOvember 2022 trying to request cancellation of all services via call and web chat but this was never picked up so eventually wrote a letter by recorded delivery asking for cancellation. Virgin received this on the 23rd November - I have the receipt of delivery. Nothing appeared aknoweleding this on the account so I logged my first official complaint which was closed with a letter that made clear they hadn't read the complaint text.
The TV duly stopped working on the 27th December suggesting they had actioned a notice period. Billing ignored this and I was billed in january and february with £110 taken out of my account for January service. After 3 further complaints I eventualyl managed to raise someone on webchat, then into whatsapp chat. This took a ffull half day of wasted time. The webchat agent admitte, on the 20th of January, that they did receive my instruction to cancel:
"Sorry Richard and I apologize for the late response. I've double checked your account and confirmed that your account is supposed to be disconnected on December. However our backoffice did not process the disconnection that's why your account is still active on our system. Do not worry, we fixed the issue that's why you do not have a bill to pay but instead will receive a refund of £36.89. Please disregard the bill that you received for february and expect the refund to appear in your account within 7 business days."
This wasnt actioned. Another bill appeared at the end of February.
You cannot keep taking my money for service I have asked you to cease after the notice period. The final insult is I can no longer raise online complaints. I requested a deadlock letter so I could go to the ombudman. Ignored. I want my money refunded - I cannot afford to lend Virgin money because customer service is under resourced and incompetent.
HIghly amused (not) that virgin continute to manage to call me to try and offer me discounts.
It should not be this difficult to leave. It is beyond parody that you have now closed 4 or 5 official compaints but just ignored what they say. It is utterly outrageous that you took money for incorrectly issued bills and appear to be uninterested in discussing returning it, but are very keen to remind me that you'll bill me for the kit if I don't return it.
