VM continuing to bill our account months after we have changed provider !
In Nov-24 we opted to change broadband provider from Virgin media. We followed the advised steps for changing provider and received acknowledgement from Virgin that our change has been logged. However, Virgin has continued to bill our account each month. We logged multiple complaints via all the suggested channels and even received a letter from VM acknowledging we had changed provider. However, they continue to bill our account. While we have halted the direct debits - we would like a) to receive a refund and b) stop the continued requests for payment. Given the time elapsed (i.e. 8 weeks from the first complaint) we are seeking to escalate this to the Alternative Dispute Resolution Scheme. Has anyone experienced a similar situation and found an effective way to resolve? Many thanks