charged after cancelling
We recently cancelled our contract after only 3 months or so. Only cancelled because we had loads of issues with the services and we was really fed up. i rang up and complained that they wanted 297 quid for cancellation early they got it lowered to 99 quid. so i paid the 99 quid then a day later 297 quid was took out of our bank. My partner rang up and they said they’ll put it back in the account end of month. Awoken up this morning and another lot of 297 quid been took out. i’ve tried to ring up and get to a human to explain but no. nothing. we were first time customers and what a joke. I just want my money back as it’s so much money lost over services that were never provided.Terrible Service when Moving Home.
I am due to move to a new home that is not currently supplied by Virgin Media, meaning I cannot take my services with me. I gave Virgin Media my new address and moving date, I was told I would be given an email address to which I should send proof of my new address so they could waive the early cancellation fee. I did not receive any such email, I had to find an email address myself. I emailed a copy of my mortgage agreement but heard nothing back. I had to start a very convoluted web chat, only to be told the evidence I had sent was not acceptable, I asked why and was told that they did not know. I resent the email with the mortgage agreement in a different format. I wrote in the email that I would like conformation that the evidence was received and that it was satisfactory. Again I got no response. I have since printed the mortgage agreement and sent a hard to copy to Virgin Media, writing in the accompanying letter that I would like a response to confirm receipt of the documents and that they are acceptable. I have had no response. I have tried to call Virgin Media to discuss the matter, but have been on hold for hours. This feels like a deliberate attempt to run the clock down until the 28 day limit on sending proof of address is reached, and they can then charge me the cancellation fee. I would like to have taken my Virgin Media services to my new home, but, through no fault of my own, I am unable. I now feel that Virgin Media are treating me like I have done something wrong and, unless I can prove otherwise, will charge me a huge amount of money. I have the documentation to prove my new address, but it feels like I am being blocked at every turn when I try to submit my evidence. Before this, my experience of Virgin Media was positive, the services were always reliable. The way I have been treated since telling them I have to leave has left me feeling angry and I would now avoid ever having anything to do with them in the future. Moving house is stressful enough, without having to battle Virgin Media to avoid charges that I simply shouldn't have to pay. The customer service has been disgusting. I will be making a complaint to the communications ombudsman and I will not be paying the early cancellation fee as I have tried to do everything asked of me.How can I pay HUGE Disconnection fee ?
We are being forced to leave our home with our 2 very young children after a section 21 due to our landlord wanting to move back in after selling their own home. This is obviously no fault of our own, we are expecting to end up in emergency housing as we have yet to find anywhere else to live with only a week and a half to go so are unable to transfer our service and yet we are expected to pay over £200 early cancellation fee? we would have happily taken our service with us as we have previously had no problems but as we are likely going to be living in a hotel room this obviously won’t be possible? how are we expected to be able to oh over £200 on top of all our loving and storage costs as we have to put effectively our whole house in storage, I just don’t know where they expect us to find the money 😭 does anyone have any advice? Many thanksNo Response from Homemovers
I am due to disconnect on 20/05/2024 I spoke to Virgin Media about the early disconnection fee. They said as I am moving to an area they cannot supply, I won't need to pay the EDF. Part of the message added below. I have since sent them a water bill, and a council tax bill with the new address which they cannot supply. The two emails were sent to homemovers@virginmedia.co.uk as requested. I have had no response and I am quite concerned this EDF is going to be applied. I have spoken to them several times and no one seems to be able confirm if the EDF has been removed. "If you can provide us the required documentation showing your new address within the next 28 days we will apply a credit to your account removing the early disconnection fee. Once you confirm, you will receive an email to your registered email address which will outline all of the details and required documentation you need to provide to us. Upon sending the documentation a correspondence will be sent back to you detailing the next steps. The documents that will be accepted are: Bank Statement Mortgage Information Rental Agreement Driving Licence Insurance Documentation Utility Bill"Eviction, Cancer and EDF
Our landlord has chosen to evict us so our home can be sold and, in what I can describe as a cruel twist, my father had a stoke and was diagnosed with cancer and is now in palliative care at the same time. In a matter of weeks we (myself, my wife and our toddler) will loose our home and I will perhaps loose my father. We haven’t found somewhere new to live either. We’re good first time customers of VM never having missed any payments but with 10 months remaining on our contract. We reached out to VM via the chat feature on the website explaining our circumstances and expected grace and empathy. Nope. We received a fairly generic and incredibly brief response to indicate sorrow and then a barrage (a literal string) of messages about an early disconnection fee, how much it will be, how it can’t be waived, how I no longer had any options, etc. I’ve been in touch with our other utilities and been met with nothing but grace and dignity given our circumstances. Our interaction however with VM this morning may be the vilest experience I’ve ever had with a company. Does anyone have any advice here?