Virgin Media - you truly are useless

crazyhaggid

I recently cancelled my virgin media phone and broad band package and paid my final bill and have also paid the first bill to my new supplier talktalk. Last week I got a letter from Virgin explaining a change in call charges, I just ignored this thinking I must still be on their mailing list.

Then I received an advance warning email saying they were going to take a direct debit, which amounted to the amount I used to pay for just line rental and broad band. I had already cancelled the direct debit after paying my final bill so I then received the following email:

"We've just received news from your bank that your Direct Debit with us
has been cancelled.

In order to enjoy uninterrupted service, you'll need to make sure that
you pay off any balance that you may have owing on your account. You can
do this by visiting our website at: virgin.net/customers/my_account and
following the links.

You can also use this site to re-set your Direct Debit instruction.

To talk through any of this or if you are having trouble paying your
bill, you can e-mail us at credit@virgin.net with your query and a
member of our team will get back to you. Or, if you'd prefer, call our
team on 0845 454 2222*."

So I sent a reply to the given email address 'credit@virgin.net as per the email and guess what I then got back:

"Hello, Thanks for your email. Unfortunately this mailbox is no
longer monitored, so we're unable to respond to your query. Please
visit https://www.virginmedia.com/contact, select the relevant section and
re-send your query. We will get back to as quickly as possible,
usually within 3 working days. We don't want you to experience any
delays if your enquiry is about any of your services not working. You
can call our faults team on 150 from a Virgin Media home phone or
0845 454 2222* from any other phone. Kind regards, The Virgin
Media team"

What a great bit of organisation Virgin, send out an email given an address that doesnt even work. No doubt tomorrow I'll now have to waste my time and money calling them to sort their problem out. I tried the website which just says call us.

Why are they allowed to get away with this? I had the same problem 18 months ago when I changed from Sky to Virgin, why is it so difficult to actually cancel an account when you say you have?

Ok rant over I feel much better now!

marywooyeah

it just sounds like a load of automated rubbish, that if anyone bothered to check would see that you had actually cancelled and paid up in full.
I'd be inclined to just ignore it if you have definetly paid the last bill - if they thought you owed them money no doubt they'll ring you pretty sharpish!

kwikbreaks

Did you get any confirmation that the contract had been cancelled?

Despite the cost I think you'd be better off phoning now - if you are still connected because they screwed up it won't cost anything if you plug your phone into their master socket and dial 150 unless they disconnected it for non payment rather than the requested termination.

Ignoring payment requests from big businesses usually results in referral to debt collection agencies which will be a real PITA.

Pray you never need to contact TalkTalk - they once again got the first prize in the Ofcom most complained about ISP competition this year.

http://www.guardian.co.uk/money/2011/jul/21/talktalk-worst-landline-broadband-ofcom

I think VM are hoping to put in a challenge next year - they are attacking on two fronts - abysmal CS and non functioning end user kit - the glorious Superhub which still hasn't had the long overdue promised new firmware which will allow it's abysmal router section to be disabled so that customers can buy something that actually works.

crazyhaggid

it just gets better, called customer service and after ten minutes was told my account was still active, and I had to phone another number to cancel it. Called that number and was told that digital simplify (who I found using the broadband guide on this website) had not cancelled my account properly I now have to pay Virgin £24!

What a total scam

Blaz

I canceled our contract with VM at the start of this month, someone is supposed to be calling 2moro to collect the tv box and router, my gf recieved an email yday saying our bill is now ready to be viewed online. Although we are expecting a final bill this bill turns out to be for the normal full priced monthly fees ... idiots!

Gordon_Hose

If I cancelled and had confirmation of the cancellation I wouldn't be paying them a penny tbh.

dave_dph

Blaz wrote: »

I canceled our contract with VM at the start of this month, someone is supposed to be calling 2moro to collect the tv box and router, my gf recieved an email yday saying our bill is now ready to be viewed online. Although we are expecting a final bill this bill turns out to be for the normal full priced monthly fees ... idiots!

VM will bill for a full month even though there is a disconnection request on the account. The reason being is that the disconnection can be cancelled almost up to the point of where they do disconnect the service. Once the service is disconnected a final bill is produced and credits applied to the account for refunding.

staffie1

crazyhaggid wrote: »

new supplier talktalk.

Out of the frying pan...