Cancelled SIM-only contract during cooling off period. payment still debited

[Lola1731]

Hello,

I cancelled SIM contract on the 10th day (of 14) 

I chatted on WhatsApp about 1 hr with an agent and she guaranteed the contract had been cancelled immediately.

The next day the SIM was suspended (which had never been activated). The account is still active online and payment was subsequently was taken.

I tried several times again but no agent could get to the account hence no help

Spent 2 hrs on WhatsApp and telephone all together, in vain

Thank you

[Ilyas_Y]

Hey there @Lola1731, thanks for reaching out to us and a warm welcome to the Virgin Media forums 🙂

I'm sorry to hear about the issues with the SIM card not being cancelled 😞
I will look in to this for you and assist.

Watch out for the purple envelope inviting you in to a private message.

Kind regards,
Ilyas.

[Ilyas_Y]

Thanks for speaking with us today @Lola1731 on the forums.

I'm glad we have been able to assist and get this matter resolved.
As always - should anything happen, reach out to us and we will assist as much as we can.

Kind regards,
Ilyas.