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Bereavement and Crtical Illness

Joining in

I took out a new handset contract summer 2022 and all was well until I received a voicemail from someone (no name given) who said they were from the Bereavement and Critical Illness Department, they advised me that due to the circumstances they would be cancelling my contact! I was still alive and well, not critically ill, nor had I taken out any such insurance. After multiple calls and getting cut off more times than you would believe I was told than my concern would be investigated. 
Having heard nothing back from Virgin I called again and again and again and was reassured my handset contract was cancelled and there was nothing to pay and to wait for the outcome of the “investigation” which was being sent to the Executive Team. I heard no more until I got a text yesterday saying I had missed a payment, for a direct debit which Virgin cancelled! I called yet another team within Virgin and was cut off 3 times after passing through “security” Eventually I got to speak with a very helpful man who advised he could see all the issues I told him about on my account but that there was no clear outcome as to why the issue occurred. I paid my “missed payment” and then had to listen to him reading a statement about the implications of credit and not keeping up to date with payments. He recognised the irony and apologised for having to read it. 
He created a complaint on my behalf which is apparently going to the Executive Team again, but I’m not confident this will make any difference and would be grateful for advice about how to escalate. 


Forum Team
Forum Team

Hi Majella12,

Thanks for posting and welcome to our community 🙂

Very sorry to hear of the situation, so I can take a closer look at things I'll need a few more details from you, I've popped you over a private message for this (purple envelope, top right hand corner)