Misled by Customer Service Agent – Unexpected Early Disconnection Fee
My broadband contract was due to end on 16th May 2025 , and my final bill should have been £35.90 . On 4th April 2025 , I contacted an online customer service agent to inquire about canceling my service. The agent misled me into canceling immediately , stating that my final bill would be £32.06 . However, I have now been charged £69.12 , including an early disconnection fee of £47.58*, because I canceled 12 days before my contract end date . Had I been properly informed, I would never have canceled early just to end up paying more than my original bill. I would like clarification on why incorrect information was provided and whether Virgin Media will address this issue.Credit not showing on account
Despite my best efforts of contacting Virgin media numerous times via web chat and finally on the phone I was assured each time that my credit would be applied for 2 no shows visits that were cancelled on the day an engineer was supposed to show up. Again despite the promises made that the issue had been escalated to a manager via e mail and assured/promised the credit for the 2 no shows totalling £60.98 would be applied, to no surprise my account still has not been credited. I can honestly say the customer service is non existent. Everyone I have spoken to has made empty promises, I have been told each time my issue would be resolved and it never has, the issues have never been followed through and there is no continuity of care, trying to actually speak to someone on the phone is an absolute joke as the ai bot just sends you round in circles or cuts you off.