Account Number [REMOVED]
We have resorted to posting here after no luck on the Virgin support phone lines. We are currently receiving threatening text messages saying we have had our services cut off, had penalties applied for late payments and will be pursued by debt collectors. However, we have not been using virgin services since October when our contract ended? As you will be able to see from the attached picture, with our account with a bill of £0.
We moved address to Manchester from Ealing, and tried to take our Virgin services with us, but then we couldn't get connected and after an engineer came and confirmed that our property was not serviceable by Virgin, we were told that our account would be closed. However, we continue to be billed for the service, as you can see from the emails my girlfriend is receiving.
If we log in online using our credentials we just find the details and bills for our previous address in Ealing, yet we receive monthly bills for our new property! Given we cannot confirm our bill amount, nor log into the account for Manchester, we have failed the security checks on the phone lines so cannot try and cancel our services (which was meant to have been done months ago by Virgin).
We are now extremely worried about the impact on our credit score of failing to pay this "artificial" bill for services we haven't used. You will be able to see on the system that these routers have never been used, and we have contacted online services weekly for months to try and sort this. We think this situation has arisen as when we tried to move, Virgin set us up on another account, and even sent us a second router (??) which we were obviously charged for despite already having one. We have returned these both.
Please can you get in touch to confirm that this bill is removed from our account, and any consequences on the credit side are removed. We think the service on the phone lines has been absolutely disgraceful and have already been in discussion with Ofcom about the fraudulent behaviour. How has it become our fault that your company cannot service our address, and then also is incapable of cancelling the account, so we are being billed for a service you can't provide??
This is frankly ridiculous that it has come to this point. We spend hours every night on the phone service yet can never get past security, because we cannot confirm we are indeed the account holders, yet you are still able to send me threatening texts about debt collectors. So you must be sure I hold this account?
[MOD EDIT: Personal information has been removed from this post.]
