told bill would be lower

tony01642

i am wondering what are my rights, i recently cancelled virgin service and when i was cancelling i asked what my final bill will be, advisor said it would be 0.00

i then get a bill for almost 40.00 i rang virgin up and they said that because thte cancellation hadnt become effective it was charging me for full month and that once my credits hit (discounts) the bill would end up being a few pound, and to cancel dd and pay once credits show on next bill

i get next bill for almost 30.00 i ring them up and they say there is nothing they can do regarding this, i escalated asking to speak to manager and the manager just said the same.

now i work in a callcentre myself on mortgages and know that if we give incorrect information over phone the customer can make us stick to what was said and pay less even if it is thousands. are telecoms governed the same?

Moneymaker

My advice is: always cancel in writing. Don't use telephone or, if you do, send a confirmation immediately in writing. If you use post instead of email, use recorded Delivery and keep a copy. If you get no response to an email, use recorded Delivery post and keep a copy.

Buzby

Virgin is not covered by FOS rules, so if an agent gives incorrct advice, they are not bound to match or even offer it. You don't say what the amounts represent and why they applied. It is also unlikely they would suggest you cancel your DD, they much prefer to leave it open until they stop collecting on it. You will always be liable for the last 30 days of service from you giving notice, so if this is what they are charging for, this is justified.

If it all comes down to an argument over WHEN the notice to cancel was given, only your written instruction will carry any weight if there is a dispute over when the instructions were given.