Virgin Media target the elderly

bexxie_2

My grandfather passed away last Saturday (10th March) at the age of 84 after spending three weeks in hospital. He had dementia for the last couple of years but he was able to get by until the last few weeks when it dramatically worsened.

My grandmother (also in her 80s) is still alive and kicking, but it was my grandfather who looked after ALL the finances. He insisted he would do it himself and made it very difficult for us to help until he went into hospital.

Since he went into hospital, my mum and I have taken over the finances, but in doing so have noticed that they have been mis-sold a lot of services from Virgin, which they have not used and in some cases would not be able to use. We have also come across a lot of problems with their customer service department who have been extremely unhelpful!!

We are now looking for advice of how we can tidy things up for my grandmother.

Since my grandfather had dementia Virgin have sold them:
* XL TV package (even though they only watch channels 1-4)
* TIVO box (even though they have never been interested in recording or re-watching TV)
* V+ HD TV (even though they only have an SD TV to watch it on and as above, do not record TV!!)

We believe that Virgin have used the digital switch over to con them into signing up for these television services!

Virgin also sold them THREE mobile phone contracts (yes - there were only ever two of them so I have no idea why Virgin thought they might like a third!) and in doing so, sent them Blackberrys - when they sent the Blackberrys back, telling Virgin that they were too difficult to use, they were then sent Samsung Waves (touch screen Andoid phones).

Since realising all this, my mum and I have phoned Virgin on a number of occasions to lower their package (before my grandfather eventually passed away) but they were extremely unhelpful, because on getting each service they had signed up to another year's contract, so they are tied into the television packages until August, one mobile package until December and two of the other mobile packages until next January.

Explaining that he was in hospital with severe dementia (he had dementia when they sold him these services in the first place!) did not make them any more sympathetic. We were told the mobile department could ONLY speak to my grandfather - even though we explained it was impossible for them to do so! and the media department said there was nothing they could do as they were in a contract.

We did not find the energy to phone them back yet with the news that he has passed away.

However, today my grandmother received a phonecall from Virgin Media telling her that her telephone will be cut off in the next few days because the landline phone bill had gotten high (she's been phoning a lot of family to tell them how my grandfather has been, and now to tell them that he has passed away).

Virgin were not even at all sympathetic when my grandmother told them my grandfather had passed away.

We think that now my grandfather has passed away Virgin will want to transfer the contracts into my grandmother's name, signing her up to another year with them (which she doesn't want to do as she hopes to move soon).

Does anybody have any advice on how we can handle this?

We would like to keep my grandmother with a landline until she is able to move and cancel the mobile and television packages all together.

We would also like to write a stinking complaint because of their terrible customer services and because they were mis-sold services again and again. Has anyone got any advice dealing with their complaints departments?

Many thanks

mazza111

First of all, sorry for your loss.

Call them up and explain that your Grandfather has passed away. They may want proof of this. If everything's in your grandfather's name then contracts will end. There is no transfer of contracts with VM. If there's an outstanding bill(s) then I believe this has to come out of the estate if there was one. However, your grandmother should be given a new 12 month contract if she wishes to stay with VM. I would then advise that you only take the very basic of what she needs. This is the way it worked when I worked for Virgin although it was many years ago and things may have changed since then.


Have you asked VM for recordings of when they took these tivo and things out? I know VM to make housecalls but it's usually done at customers' request these upgrades.

I think it may have been wiser to step in and take over his money before things go to this stage though, not easy I know, especially when some dementia patients are very adamant they can manage.

Hope you get it sorted out.

Gratis

From what you write, it would seem that your grandfather was the party to all the contracts with Virgin Media and that your grandmother was party to none of them.

If that be so, and your grandfather has died, all these contracts are now terminated.

The only thing that Virgin Media can do is cut off the services with which it supplied your late grandfather under his contract(s), request the return of any Virgin Media equipment that was loaned to him under the contract(s) and file a claim against his Estate for any monies outstanding when he died.

You make no mention of your grandmother being in any form of contract, herself, with Virgin Media.

If that be so, be aware that she should not be using services supplied by Virgin Media under a contract that it had with somebody whom she knows now to be deceased. It’s fraudulent.

You should inform Virgin Media, in writing, that your grandfather (their co-contractor) has died and suggest that if they still insist on speaking to him that they should avail themselves of the services of a spiritual medium and an ouija board. All further communication from Virgin Media in regard to the terminated contract(s) that existed between Virgin Media and your late grandfather should be referred to the Executor (or Executrix) of his Estate.

If that should be your grandmother and she is also in her eighties, it would be wise to seek legal advice in regard to the execution of your late grandfather’s Estate.

If your grandmother is not the Executrix of his Estate, she has no legal status to deal in any way with matters involving terminated contracts between Virgin Media and your late grandfather and she should refrain from doing so.

Any potential claim against Virgin Media for the mis-selling of its services would need to be made by the Executor (or Executrix) of your late grandfather’s Estate.

Both you and your grandmother most certainly have my own condolences and sympathy for your loss.

bexxie_2

Thank you for your reply Mazza. Didn't think to ask for the recordings, but we will try that when we phone them tomorrow.

My grandfather was always a very proud and private man, even up to the end, so it was extremely difficult to step in earlier - plus we did not realise just how much of a mess he was in!

Thank you for your advice though, I will post again to tell you what happens.

Gratis

Apologies. I forgot to extend my condolences to your mother, as well.

Best of luck in dealing with it.

Do be clear and remember what your status is – and what it isn't – in dealing with matters of contract between your late grandfather and Virgin Media.

bexxie_2

Thanks for your reply Gratis.

Yes, all contracts were in my grandfather's name only and not my grandmother's.

We informed Virgin many times during the last few weeks that he was seriously ill in hospital. Today when they phoned threatening to cut the phone contract because my grandmother had been making many more phone calls in March (because my grandfather was in hospital and she was home alone), we told them that my grandfather had died Saturday.

They still wish to cut the phone line but are waiting for us to phone them about it tomorrow.

Now that you have advised us to write a letter, we will do this as well.

My grandmother, who is the sole executor gives my mum and I full consent to help her with all matters. We are very tempted to ask for legal advice already but are seeing what can be done first.

However, there is no estate - my grandparents lived in a council-owned property and received housing benefit and state pension. They don't have any property that has any value either, and no savings at all.

Do you know if she will still have to pay any outstanding money if there is no estate for it to come from?

If not, what sort of proof are Virgin likely to want that there is no estate?

Thanks again for your reply and for your condolences.

Gratis

It is important that you notify Virgin Media of your late grandfather’s death in writing, not just by telephone.

Since there will be no money in his Estate to pay Virgin Media anything, you might as well tell Virgin Media that, too.

Virgin Media cannot pursue your grandmother personally for any monies owed by her late husband but there could be an issue over any continued use by her of Virgin Media’s services after she knew your grandfather was dead.

A formal letter from the Executrix of the Estate to the effect that there is no money in it for them to claim puts the ball into Virgin Media’s court (no pun intended) to attempt to prove that she is lying and that there is.

The truth of it will be shown in the Accounts of the Estate, when they are lodged officially.

mazza111

Gratis is absolutely right. Speak to them by telephone first. Even if you press the option for terminating your contract. This should get the ball rolling. Get the correct address from them to send any paperwork to.

VM have absolutely no right to come after your grandmother for something that was in grandpa's name. They could perhaps start charging her from the date of your grandpa's death, but I doubt even VM would be that heartless. She needs to set up a new basic account in her own name to suit her needs. Maybe one of the call packages if she's going to be home alone more now.

I know what it's like with alzheimers and dementia hon, one day you will look back and laugh at some of the things. Like my posh old granny going into the butchers and asking for "2 hind legs of chicken please" in a very posh voice, local butcher told her he was going out back to get fresh ones as he couldn't keep a straight face, bless her. It seems to be the norm that they are all stubborn and want to keep their Independence as long as they can, don't see it as a criticism when I said earlier intervention, it certainly wasn't meant like that

Good luck. And please let us know how you get on

bexxie_2

Thank you both for all your help.

I'll post again in a day or so to let you know how we get on.

We will be phoning them tomorrow, when they'll probably cut the phone line and TV. We plan to set her up with a band new sim-only three month mobile contract with Vodafone to replace the land-line (because we're not Virgin's biggest fans at the moment, and because my mum is on Vodafone). We'll also set her up with freeview to replace the telly.

We don't want to start up a new contract in my gran's name because they will want her to keep paying for 12 months, and she hopes to be moving into sheltered accommodation as soon as somewhere becomes available (the ball is already rolling on this).

A mobile to replace the land-line isn't ideal, but she has a mobile that she can use fairly confidently, and it's better than tying ourselves to Virgin for another 12 months.

Most of the phone bill (they want £200!) mounted up while my grandad was still alive but in hospital. He only passed away Saturday, so hopefully we can at least wipe most of that.

We'll get a letter in the post to them by the end of the week with a copy of the death certificate.

Thanks again for your help.

macman

The contract only became void upon his death, so any usage/bills up to that date would be payable, assuming that there are any funds available from the estate.
Your grandmother cannot continue using the service in his name and then not expect to pay anything for it though.

mazza111

Already been covered macman.

If she doesn't want a v media package then that's well within her rights.

Please do let us know how you get on as things could have changed since I worked there

Maz