I am moving home and virgin cannot provide broadband at my new address, so they want me to charge early contract cancellation fees.
I already complained to them, the person I talked with was very rude. I escalated it and a person from the escalation team was supposed to call within 48 hours - no one did. I tried to call again today again - Virgin are too busy today to pick up calls and asking to call tomorrow.
I do not agree with the early termination fees in general as I believe it is unfair. However my case is a bit more specific. I was planing to leave Virgin after the first year of my contract as I knew I will be moving out at some point in time. I wanted to find a company with a cheaper deal and no moving home fees or go for a mobile broadband. The retention team lowered down my monthly price and promised that I won't pay any fees, when moving home. I told them that I do not know where I am moving to and when (could be in 2 months or half a year, etc), they said it's not a problem and convince me to stay with them. I did. The person also informed me it will leave a note in their system.
Now when I am moving, they are saying I have to pay charges as my new address in a no-service area, so I can't be their customer.
Not only it's not my fault they can't provide me the service, but their convinced me to stay with stay with them, knowing I will be moving out, and knowing that they do not cover all areas (how am I supposed to know that Virgin in not everywhere? I am not moving to a farm house in a middle of nowhere.
On top of that they are rude, it's hard to contact them, they don't call back and I learned that the retention team didn't leave any note.
It's just crazy. Their customer service is unhelpful as always. I had a few issues with virgin mobile before after a lot of struggle they have been solved, but this is just too much.
I am also cancelling my virgin mobile account with them. I don't want have anything to do with this company anymore.
Any ideas what can I do to recover the fees, they are trying to charge me? In the worst case scenario, I just won't pay them and see them in court.
