I called Virgin yesterday to cancel my services within the 14 day cooling off period. I was holding for nearly 30 mins and the guy who finally "dealt" with it kept putting me on hold whilst he checked "a problem" with my account !
Anyway, he finally said that the services would be cancelled and I would need to return the equipment. He then said, I would have to pay for a month of services! I questioned this repeatedly but he insisted it was correct!
As far as I am aware you still have to give 30 days notice even though you you have cancelled within the14 day cooling off period. This period gives you the chance to cancel your new services if you don't like them without incurring any early disconnection charges incurred when canceling during your contract.
It doesn't say anything about giving 30 days notice in the t&c's concerning the 14 day cooling off period. Surely, I shouldn't be expected to pay for a full month of services, partucularly when part of the reason for me cancelling was due to intermittent broadband failure, so I haven't even had the full use of the services in the short time I've been with them.
They also said the services will be cancelled in 7 days, which I thought was strange, why were they not stopped immediately or, if the 30 day notice is a thing, why are they not stopped in 30 days time?
Yes, I was contacted by someone yesterday, I think from the loyalty team or retention team or the like. She made a feeble attempt to retain my custom and confirmed I had been misinformed and that I wouldn't be charged.
Today, I received another call from the same team. I explained someone had called me yesterday and he said "oh yes, sorry, we'll leave it at that then"
Then bizarrely, this afternoon I have received my bill from them ........... For £133 - no idea where that figure has come from!!
Absolute cowboys who don't have a clue what they're doing!