Hello,
I wasn’t sure what board to select for my issue.
I recently moved to a new home and set up a virgin media broadband account online. I then rang to arrange the technician for installation and to see what was happening. The person I spoke to from Virgin Media said that he needed to open another account and the account I did online wouldn’t take any money and not to worry about it. He also added £100 credit to this account as a welcoming gift.
In the next month or so some people moved into the flat above us, in the same house. They wanted to open a virgin media broadband account and apparently couldn’t because I had two accounts. I was rung by Virgin Media to close an account and I explained what had happened and I said can you close the online account please.
I then received maybe 2 weeks to a month later a bill for this account and £400.00 fee for closing it. I was really taken back as at no point on the phone was I told this would happen and I didn’t create the two accounts in the first place, Virgin Media did.
I called to explain and I had to explain again and again on the phone. At the end they agreed it was their fault but they would only put the £400 as credit on my account. I want a full refund for this amount. How can I receive this please? I can’t afford £400 bill plus my rent and other bills and living costs.
Thank you for reading and helping me.
Best wishes
