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anusha13
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Call from retention department

Hello, 

I received a call someone claiming they are from the retention team saying that I have cancelled my contract but when I called the customer services, they checked my account and said that there has been no communication about cancelling a contract from my end. Do you think I should be worried or this is a scam call? 

 

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coenoby
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Re: Call from retention department


@anusha13 wrote:

Do you think I should be worried or this is a scam call? 


The main thing is that if you did not give the caller any information then the scammers have nothing more to work with and so there is little to worry about although it is unsettling of course.

However, if you gave them any information such as bank account details, VM password etc then you need to take action to prevent that information being used against you.

Perhaps I am a bit cynical about any customer services operators but I would give VM a call again tomorrow (don't tell them you have already called 😉) and tell them again about the scam call and ask them to confirm all is ok with your account. It may not be a scam but all organisations can make mistakes and you don't want your services to be closed in error so, in my view, a double check would not hurt.

Coenoby

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anusha13
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Message 3 of 13
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Re: Call from retention department

I did not give him any details except he already knew my name and address but I will definitely give them a call again tomorrow and check everything is okay. Thanks you. 

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John_GS
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Re: Call from retention department

Hi anusha13

 

Thanks for posting. Have you cancelled the account prior to this call or are you moving out of the property in the next few weeks/months?

 

Kind regards,

John_GS
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anusha13
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Message 5 of 13
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Re: Call from retention department

Nope I haven't said anything about cancelling.
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anusha13
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Re: Call from retention department

My contract is meant to end on the 1st of September so I was about to call them at the end of this month to cancel it but I haven't made any calls since its still 3 weeks away. Someone named Edward Thomas called me and said I have apparently cancelled my contract.
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John_GS
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Message 7 of 13
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Re: Call from retention department

Thanks for coming back to me. I am sorry you're considering cancelling. To confirm, are you moving out of the property soon? 

 

Kind regards,

John_GS
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anusha13
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Message 8 of 13
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Re: Call from retention department

Yes I am staying in a student house so I will be moving house on the 1st of September but could you let me know why I received such a call when I haven't made any calls to cancel my contract?
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John_GS
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Re: Call from retention department

Okay thanks. No worries I'll PM you further as we'll need to discuss security first.

 

Kind regards,

John_GS
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John_GS
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Message 10 of 13
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Re: Call from retention department

Thanks for joining me on PM anusha13,

 

Just to update the thread, the call was genuine that anusha13 received as we're following the moving out goneaway process when someone is leaving the property and Virgin Media and someone is moving in to said property and wants to take out the service.

 

Kind regards.

John_GS
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