Tried to cancel, tried to pause

[G1401]

So I’m getting a bit sick of this now. I moved to a new flat where Virgin wasn’t available. So I rang up and cancelled. A month later I was charged for another month £48. I rang up and cancelled again, person on the phone didn’t acknowledge id already rung up. I was told I couldn’t pause my account. A month later another bill came out of £48. So I rung up again. The person on the phone mentioned it might be easier to downgrade my account to £5 a month which still gives access to WiFi at the old flat whilst it’s being renovated. Ok fine, sounds good. I was assured I wouldn’t get charged for another month and the next bill would be £5. 2 weeks later I was sent an email about cancelling and that I owe £300 for early cancellation. Every time I tried to call up, it was either busy for over an hour. Live chat just doesn’t work and the WhatsApp is a waste of time and I just kept getting cut off and going round in circles. 2 days later I was charged another £48. I was on hold for via live chat for 3 days. WhatsApp goes round and round. And calling up and actually speaking to a person is almost impossible. I tried replying to the email aswell but I got an automated email saying they don’t monitor the accounts. I have really had enough now, this has been going on for months. I’m £144 out of pocket for a service I’m not using and have tried to cancel. Virgin is a joke.

[Akua_A]

Hi @G1401 

Welcome to our community forums and thank you for your first post. 

Sorry to hear you have been having issues when trying to cancel your account with us. We can assure you that this is not the level of service we look to provide and we want to best help.  Just to clarify, we are unable to pause accounts however we would be happy to look into this for you. To best look into this we have sent you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this. 

Thanks,

[G1401]

I have replied to the private message and heard nothing. 

I have just received another bill of £48 dated 17th of September after spending 1.5 hours on the phone the other day to cancel. Again!!!! 

Also the person on the phone said there is no way to refund me the 3 months I have been charged by mistake. They also noted that I had called up 3 months ago to cancel but the cancellation was not processed by the person on the phone for some reason, and admitted it was a mistake your end.