I am trying to get some help for a vulnerable customer who has been treated very badly by Virgin Media. She is 80 years old and tried to get her package changed (faster internet speed, different TV package). She settled on an agreed price of £45/month for both services. However, the package was not put through properly and her TV service was disconnected. She got passed around every time she called or tried to use the chat. Every person told her a different thing. Eventually the TV service got restored but the contract has been changed and is now £67/month. She only found this out when she received a bill for over £110. She finds calling Virgin Media too distressing based on earlier experiences. I want to help her get the service cancelled as dealing with Virgin is making her ill. Does Virgin have someone to help vulnerable customers or is a written complaint the best way forward?
