Virgin media problem

julz64_2 · 11 June 2012 at 8:12PM

My daughter has recd yet another bill from VM for this months services even though she has had all her services cancelled by them 3 months ago, her contract with them ended 5 months ago, why & how can they still be charging her over £50.00 per month still.

She is a single mum, out of work with serious mental health issues & this isnt helping.

Any help/advice greatly appreciated.

Jules

JethroUK · 12 June 2012 at 1:01PM

julz64 wrote: »

My daughter has recd yet another bill from VM for this months services even though she has had all her services cancelled by them 3 months ago, her contract with them ended 5 months ago, why & how can they still be charging her over £50.00 per month still.

She is a single mum, out of work with serious mental health issues & this isnt helping.

Any help/advice greatly appreciated.

Jules

Most contracts are continued until you 'cancel' them - so dont assume that because the initial contract has end that it will automatically be cancelled - it wont - just like car insurance will automatically be restarted/billed unless you cancel

You/she needs to cancel it directly - via phone call to an advisor + written cancellation (send it recorded if you are having a problem)

jpsartre · 12 June 2012 at 1:12PM

We need more info to help. It may be that they screwed up or it might be that she didn't properly cancel. Are you sure she did the latter? What service did she receive? Did she switch provider? Did they use a MAC code to switch? Does she have emails from Virgin confirming the cancelation?

I recently changed ISP from Virgin and they continued to charge me for several months after the cancelation. Fortunately I had emails from them confirming everything and they eventually admitted it was their mistake. So it's quite possible that something like this is the case here but again, more info is needed.

CAB_Swansea_Bay_representative · 13 June 2012 at 7:25PM

Hi julz64, thank you for your query regarding virgin media problem.

As mentioned by jpsartre above your daughter may not have cancelled the contract with virgin as they have requested in the contract as sometimes contracts are on an automatic renewal basis and they may have cut off services for non-payment in which case they can continue to charge the monthly contract fees. We would suggest your daughter checks the contract terms and conditions.

If the contract was cancelled correctly then we would suggest your daughter write to virgin and state the account and debt is disputed. She should keep copies of the letter, send recorded delivery and ask for a response within a stated time limit e.g 21 days.

If the contract was not correctly cancelled so cannot be disputed your daughter may be able to request the debt is written off due to her mental health problems. We would suggest she gets medical evidence from her GP or specialist, this could be in form of a letter or a Debt and Mental Health Evidence Form. Once you have the evidence your daughter could write to virgin to explain the situation and ask them to cancel the contract and waive the fees. You can find template letters and further assistance on https://www.adviceguide.org.uk.
Hope this has been of some assistance.

Buzby · 13 June 2012 at 7:42PM

If the service was suspended for non-payment, it isn't closed or teminated, but continues to accrue charges at the standard tariffs until she gives notice. If within the minimum term period, this will trigger an Early Termination Fee, so often it is of no benefit in doing so. As VM do report to a CRA, she may find her credit file is also trashed as a result.

Virgin media problem

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