Early disconnection fee charged in cooling off period
Hi, I’ve switched to a different provider during cooling off period due to inadequate service (less than 1mb upload speed). I have received an email from Virgin Media saying the disconnection fee will be £0. However, i was charged disconnection fee of over £400 and wouldn’t have switched, if I was told that. After talking to a person on Virgin Media WhatsApp, the bill was showing as paid and I thought that was it. But, few days later I have received new bill. I’ve had multiple interactions via WhatsApp each saying different things but all with the same resolution of the issue being resolved in next 24-72 hours. I even received an email that credit was applied to my account but it never was and the bill is still showing as overdue. I was told it’s not possible to sort this face to face due to my account already being closed. I feel very anxious about this bill being sent to collection agency and appearing on my credit file. Not sure what else to do as have been contacting Virgin Media every few days, being told the fee has been waived and will show as such in next 24-72 hours (every person saying different time frame within this range). I was told multiple times now that the fee is waived and nothing to pay but keep getting new bills. Can someone here help?Abysmal Billing/Collections & Support (Phone)
Hi all, I called for a billing issue to avoid restriction. 2 attempts at 10am, 2 attempts at 5pm. This is now 4 attempts & hours passing, trying to reach the Collections via the SALES LINE might I add. Remainig calm, I tried the listed number handed to me by Stephanie (in Sales UK) 0345 142 4444 but no, the machine tells me the number has been changed. So I've burned a day and got restricted anyway. Just to sprinkle the salt, I usually get though but the call HANGS UP so it's usually 2-3 attempts via the Sales Line before you can get to anyone. There is actually NO WAY to reach Collections (Billing). I mean it, no physical way. We've been customers for 20+ years and they've successfully phased out the human connection for severe billing issues. Bravo Virgin.