Left virgin media, but they failed to disconnect - I need to make a formal complaint
I need to make a formal complaint to VM. I have moved house, my old house has a new tenant, and they can't get a new connection to VM because there is an active line on the house. We phoned to disconnect the moment we got our new house keys, and gave a disconnection date of 20th July. Because we've moved to an area with no Virgin Media, we had to go through the process of proving where we were moving to, which has been completed and they've confirmed receiving it. 20th July has come and gone, we were told that we would receive the box to return the equipment on 30th July. That came and went yesterday. My friends contacted me to get a new line put in, they can't because there is an active line. I have just called VM and they confirmed that they forgot to cancel the line on the 20th July and that they would cancel it tomorrow, and that I'd have to pay the extra 12 days!! This can not be legal, I shouldn't be paying the extra 12 days because they screwed up, she even told me on the phone that they can see the disconnection date of the 20th and that VM just forgot to disconnect it. So my friends can't create a new account because of this, and I am getting billed for the extra days despite giving notice. Who can I make a formal complaint to? Regards Spencer