I don't even know if this is the best place to put this as there's no billing board option, but what an absolute nightmare Virgin have been during my house move, which now includes taking double the amount they should.
We moved house on 1st August and called Virgin to move our services to the new property, big mistake. What should be an easy process has been an absolute nightmare.
I was informed the move was complete over the phone but was told we may see that our account was cancelled and a new contract set up, but not to worry as this would fix itself. Did it? Of course not. I was instead put into an entirely new 18 month contract at over £100 per month for JUST BROADBAND!!!!! (Was paying £51 for Gig1).
Of course I called Virgin as soon as my bill came through and they apparently tried to fix it, promised me a call back a few days later to check it had been fixed. Of course I didn't get a call back. I then got a bill for my old house of £32 and my new house of £38. The £32 bill from my old house couldn't be paid online because of course the useless My Virgin Media app says "something is wrong".... As per usual. And doesn't give the option to pay anything nor show any account details, it's just blank.
So I had to call Virgin again (through their awful telephone service options that keeps hanging up on you no matter what option you choose). The person I spoke to assured me they had fixed my account by amending my contract to ensure there was only 1 month remaining (which should have been the case as I was 17 months into an 18 month contract). They also said they could take the £32 payment for my "old" account (there shouldn't be an old account, I ONLY MOVED HOUSE!!!!!!!!!), over the phone. So I paid, over the phone. This payment was made 2 weeks ago.
Now I've received 2 letters telling me my old account is in debit by £32 and they have not received payment.
I've now been informed by my bank that Virgin is pulling the £32 from my account via a new direct debit along with the payment for the new account!!!!!
Virgin quite frankly is an absolute disgrace. I can't speak to anyone on the phone as no matter what option I choose it just hangs up and sends me a text linking me to their online guides. So I'm desperate and hoping someone here can help me.
I just want to cancel and never look at this terrible company again.
