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Inferno
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Still being billed after returning handset and cancelling contract

Hi there, is anyone able to help?

I signed up for an iPhone back in April, which turned up broken.  Long story short, it ended up going to arbitration through CEDR who ruled that Virgin had to allow the return to take place and cancel the services.

Virgin sent me a package so I could return it, which arrived on Wednesday 28th July.

I sent the handset off to Virgin on Wednesday 29th July as requested by Customer Services over the phone on Monday 27th July. On the same day I also used my Pac code to transfer to another network.

Royal Mail says the package was delivered on Thursday 30th July.
However I haven't had any confirmation from Virgin about anything, and I have just had the money taken from my account as normal. To make matters worse I can't get hold of anyone from Virgin at all. 😞

Is anyone able to see what's happening with this?

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Inferno
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Re: Still being billed after returning handset and cancelling contract

I've tried getting through on Live Chat, but it's saying the queue time is 24hrs!

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sotonsoldier2k8
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Re: Still being billed after returning handset and cancelling contract

My bill is two days overdue and they won't even answer the phone to me either ,   virgin are the worst at the moment 

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Inferno
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Re: Still being billed after returning handset and cancelling contract

It's just a nightmare isn't it.

My issue doesn't fit in to any of their scripts now either which is making it impossible to get anywhere.  Hoping the Forum Team can help 😞

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Inferno
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Re: Still being billed after returning handset and cancelling contract

Is anyone on the Virgin forum team able to help with this?

I managed to get through to someone on Live Chat after a 14 hour wait
(no,really. It was actually 14 hours I left my browser open before someone replied)

They said they hadn't received the handset, even though I have evidence from Royal Mail that it was delivered over a week ago.
The conversation was left at the usual "wait 5 working days".
Meanwhile I am still being billed, and Virgin are denying that they have received the broken phone that I had to send back.

Virgin have literally failed at every single step since I signed up for this ridiculous contract in April.
Quite literally not even one single thing has actually gone as it was supposed to.

Just to be clear, I'm not angry with the Virgin staff, they're all lovely from what I have experienced.
It's just Virgin - genuinely the worst company I've ever dealt with in my life.

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Inferno
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Re: Still being billed after returning handset and cancelling contract

Is anyone from Virgin able to help?

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Inferno
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Re: Still being billed after returning handset and cancelling contract

Is anyone at Virgin able to help me with this?

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Hetty_R
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Re: Still being billed after returning handset and cancelling contract

Hi Inferno, 

 

Really sorry you've not been able to get this resolved. 

 

I will send you a private message now so we can investigate it further. 

 

Many thanks, 

 

Hetty_R
Inferno
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Re: Still being billed after returning handset and cancelling contract

Thank you Hetty 🙂

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