Cancelling

7 Topics

VM and O2 ignoring identity fraud
So looking for some advice on how to proceed. Sorry, this is a little wordy. 30th June, got a random text saying my upgrade is on the way, click link to track - no number/id, assumed it was spam. Then got another text from VM saying equipment will arrive via courier. Checked VM account and new package was listed as being bought 30th June. I didn't call or go online to make any such order. Had a tortuous WA chat with the VM guy constantly saying I ordered, me saying I did not, it must be a mistake their end or fraud. Eventually all he would advise was to refuse the package which will cancel the order, “if I’ve changed my mind” which I hadn't since I never made the order - something he refused to aknowledge. He said he would cancel the upgrade and it would be processed in 10 mins. 10 min later, my internet went off. Back on WA for an hour, eventually got it turned on under the original contract. Checked my bank account, and strangely there’s a £5 DD for O2 - I’m not with O2. Call them and they can’t check since I have no account, email, number or reference. Guy suggests cancelling the DD which I do, and to call VM as the sim was likely bundled with an upgrade… Back to VM - they say they can’t deal with O2 contracts, wouldn’t listen to the reasons, go back to them. O2 say without any reference they can’t do anything, and it’s VM. Just going in circles. Raise a complaint with VM. I get an email back saying regarding my complaint about ‘long call wait times’ (?!), apologising, banging on about their investments in staff and infrastructure, and promising to try harder. I raise another complaint, saying I suspect my account has been compromised somehow, or they auto-upgraded me. Can they look into it? No, all they can confirm is I made the order - I asked them to prove that, call logs, text, WA chat, they just ignored it. Then I get a email saying we need to return the equipment I refused. Complain again, and VM replies that they cannot see an upgrade order on my account and so they consider the matter to be resolved!??! During the complaint they claimed they had a record of me calling on 30th of June but I sent them call records showing I didn’t and asked for their record, and they just ignored that and claimed it was now resolved. Today I get a disconnection letter from O2 for a sim I don’t have, saying if I don’t pay the contract I didn't take out, they will sell the debit to a recovery firm! Call O2, since now I magically have an account number and the guy will not understand/accept the situation, keeps asking me to check my O2 phone and email for bill/reference/code to proceed, just will not listen or get what the issue is even when I point out the letter address is right street, wrong number (postie recognised my name) Eventually, by crying and yelling, get him to agree to escalate it to the Fraud Team. I've heard nothing from them. I did get a call in March asking about an upgrade, but I hung up mid-way through the pitch when they got my name wrong, assuming it was a spam call. Not sure how or why a spammer would upgrade my account unless it was to get a e-sim and use it until I cancelled somehow, or they’re some dodgy 3rd-party-seller connected to VM? Or the call was legit and they upgraded me out of spite for hanging up? So my worry/question is, how do I get VM to accept or acknowledge it’s either fraudulent or some weird up-selling they did, and what can I say to the fraud team if they call to ensure this goes away and I don’t get Can’t Pay We’ll Take It Away turning up at my door/ruining my credit rating? I’ve already threatened to go to the Ombudsman and Ofcom, and planned to before I got this letter informing me I debt collection firm will come looking for the £5 DD I never took out. Thanks for any thoughts. The complaint emails back and forth are like arguing with a child, every point I argue they ignore and just rephrase the response.
Solved
NJWBtn
6 months ago Place Managing Your Account - Cable
6.3KViews
3likes
23Comments
Cancel direct debit to move broadband providers
Hi guys, my contract is ending at the end of this month and I have just compared broadband deals and can get a better deal at sky even when I lose my volt benefits. If I wait until after my 18 month contract to end can I just switch broadband providers without informing virgin? If so do I just cancel the direct debit because I am struggling to login to my virgin media account.
davepassey
12 months ago Place Managing Your Account - Cable
672Views
0likes
1Comment
Cancel in writing
So, I have reached the end of my contract and wrote to VM at the Reading address to cancel, however, I am still being charged! I can’t ever contact anyone in the App and when I try other methods of contact, certain screens will flag up saying that VM is sorry but experiencing problems so I therefore sent a letter in explaining why I had to cancel due to the cost almost trebling but nothing has cancelled?? Please help!
Taliadion66
12 months ago Place Managing Your Account - Cable
2.2KViews
0likes
4Comments
Closing bill
Evening I’m writing this as I’m currently half hour into home music so this may well be quicker. im leaving VW early as got a great deal elsewhere. I’ve just had my closing bill and I have some questions. 1. I’ve been told my closing day is the 9th with payment coming out on the 18th which I expected, but it also says that this covers my til aprils bill date how is that possible? 2. In my new deal elsewhere they are covering cancellation costs and they need evidence which I was told would be on this final bill and there is no mention of anything on it. So am I being charged and if so where can I get the receipt/bill for that thank you
Solved
Dadders89
2 years ago Place Managing Your Account - Cable
1.2KViews
0likes
1Comment
Cancelling broadband, TV and phone package out of contract
Hello, I wonder if you can help me! I have been trying to cancel my broadband, TV and phone service all day and have not been successful. I tried the phone and was cut off several times, then told the person couldn't transfer me to the cancellation team. When I asked to speak with their supervisor I was told they would never be available, then when I was asked to speak to the complaints team I was told Virgin Media didn't have a complaints department - something that is actually fraudulent information as it has a dedicated section on the Virgin Media website. I advised them that I had a hidden disability as advocated in the accessibility section of the website - I have a rare heart condition that is induced by stress giving me a high risk of cardiac arrest - to no avail. The customer service team ignored the information and continued to aggressively ask for GDPR information that is completely unnecessary for cancelling the services. I then tried the web chat and have been on hold currently for 4 hours. This is really not good enough and raises a number off issues with Ofcom and Trading standards, as well as breaking Virgin Media's own code of conduct. Please can you help me get the service cancelled? I am really concerned that the aggressive tactics of Virgin Media, actively avoiding booking a cancellation, could literally be the death of me! Something I never foresaw when I signed up for the services in good faith back in 2002! If someone can help me with the cancellation to avoid triggering my heart condition symptoms any more than they have been, it would be much appreciated. Thank you.
KirstenAH
2 years ago Place Managing Your Account - Cable
2.7KViews
0likes
6Comments
Nightmare starting with Virgin how do I cancel?
I got phone calls of Virgin staff 2-3 times a day to sign up. Now The router package has arrived but I have no socket to fit it. Spent since 4pm on the the phone and live chat to get no where. Two hours of my live gone. The agent kept telling me I have to put in a password to cancel but I dont know the password Eventually I was disconnected and refused to put through a manager. All I am getting is horrible robot chat. How the hell do I speak to a human to cancel? This is no way on earth to support a customer. I want the router sent back and my life back. HORRIBLE HORRIBLE VIRGIN need to return to employing humans not bloddy robots
mrscsmith001
2 years ago Place Managing Your Account - Cable
753Views
0likes
6Comments
Cancelling my Contract
Today I noticed that my bill had gone up, so I phoned VM to see why this is. I was told that my contract expires in 3 days and my discount has ended. I tried to see if they can offer my anything same or better, however after going through their customer sevice, then retation team and finally to cancelation team, they were not able to offer me anything near what I was paying. I have 350M, Phone ( Never use ) plus TV which I never watch as I have Netflix, Prime and Disney Plus. I used to pay £66 a month. Now they want me to pay £72 a month. I wanted to upgrade to their 1Gig broadband and they offered me at £80+. On their black Friday sale they have this for £57.50 plus 3 months free ( new customers ). I have been with them for over 10 years, play DD and never missed a payment. Anyway I decided that I wanted to cancel my account and shop around, however, this is where the drama beginis. The guys from VM started to tell me that I need to return my equipment and that I have 3 of these to returun. I sain no, I only have the VM TV box and the router Hub5. The guys started saying that I also have the Hub 3 that I need to return. I said No, I don't. Last year in Dec 22, I had an issue with my broadband and yous ent an engineer to visit, they replaced my Hub 3 with the Hub 5 and took away the old Hub. He started by saying no, they engineer would not take the old hub and that I have to pay £65 for this old hub now. I started to get **bleep** now, as this is clearly not true. Why would the engineer replace my old hub with a new one and leave the old one as well. Also if this was true and it's not, it's been almost a year and no one mentioned about this hub until now that I want to cancel. This was clearly VM trying to screw me over and forcing me not to leave. I know I did not want to leave VM but after this treatment, I'm glad I am cancelling my services and will move elsewhere. How can they act like this, trying to force someone not to leave by putting false charges. This clealry is not right. I'm looking into raising this with Ofcom. Usually after speaking to the cancellation team, they do their best to keep you, this guy was doing his best to make sure I leave. Amazing!!!!. I have 30 days until my services stop working, so time to shop around other providers. Funny thing is just after my phone call, my broadband went down for around 20 mins, but then came back on.
Solved
Mosman
2 years ago Place Managing Your Account - Cable
2.5KViews
1like
7Comments