Virgin Charged for Services After Cancellation

CraigS78

Hi,

I want some advice as to whether i've a valid complaint, and how I can progress...

Last year i switched from Virgin Media to Sky for broadband, phone and tv.

I had a short period where i had tv from sky but broadband and phone from Virgin while waiting for a BT line. I expected a period of transition and this was no problem.

After a few weeks Virgin Media called me to say they'd received the port request from Sky and asked if I wanted to cancel my services. I confirmed this over the phone and started using Sky services only.

Unfortunately, I took this at face value and didn't follow up further. However, Virgin continued to bill me for services despite the account being cancelled on a phone call initiated by them.

I called them to cancel and although this went through they continued to bill me through the full notice period. The agent told me this was the outbound agents fault, there was nothing he could do and that I had to put a complaint in writing

I've since written twice and complained over the phone but I've had no response.

Is this still a valid complaint even though the cancellation was only verbal and initiated by their call centre agent?

And any suggestions on how I can get them to respond to the complaints?


Thanks in advance for any advice

Cheers
Craig