Virgin Media/BPO Collections

rosiedozy

I sent an account cancellation to Virgin Media on the 18th May 2012. To date they are refusing to acknowledge this request and keep piling on the account charges despite both the phone line and internet both being unplugged since that date. I had a conversation with one of BPO agents and Virgin Media back in September and sent one of the letters from here about not wishing to make an appointment for them to knock on my door and telling them not to come round without an appointment. I sent this by recorded delivery and also a months notice by postal order. Copies to both BPO and Virgin by recorded delivery. The postal order was cashed and applied to the account as Virgin keep sending me bills by email. How on earth do I get them to close the account??? I cannot afford the £180 they are demanding to bring the account up to date and do not see why I should have to pay it when their terms clearly state "30 days notice to close from the date you instruct us" BPO are saying I have to pay the £180 to clear the account and then Virgin will accept my notice, that I also have to pay for. Surely they can't do this? I'd really appreciate any help as it seems black and white to me

Janie4Now

I had no problem cancelling my account with Virgin by phone, so I'm wondering if you were still within the 1 year contractual window?

rosiedozy

No, I had been with them 2 years in April this year. I can't remember why I had a 2 year contract but the 2 years was up on the 18th April, I left it another month to coincide with a new business website launch so we had both numbers running for a month.

Janie4Now

Some questions:

1. If it was a 2 year contact, what did the T&Cs say about cancelling? Is it possible you may have had to give more than a month's notice?

2. How much notice did you actually give them? And did you pay? You say that you have sent them, now, a month's rental in cancellation, but charges build up pretty quickly if you cancelled your direct debit whilst there was a sum still outstanding.

Virigin will not consider the account to be closed whilst there is still any sum owing.

I suggest you call Virgin Media - I have always found them to be very friendly - and explain your position and ask them to explain theirs. Until you know exactly what they are charging you for then it is difficult to mount any sort of defence!

Call them and then come back to us.

rosiedozy

I did not owe them a single penny when I requested to cancel.

My t&c's that they have confirmed to me on email state "Just to let you know, there is a one month's notice period to cancel any of the Virgin Media services. The notice period depends on how long you've been with us. If you've been with us for over 30 days, the notice period is 30 days and that's from the date, we receive your disconnection request. "

My notice was given on the 18th May 2012 - 30 days up on the 17th June. £33.27 was the amount of rental in advance and charge for 1 telephone call made on the 16th May 2012. They have received this and are still refusing to acknowledge my cancellation request.

I have emails dated 18th May, 29th May x2, 31st May, 19th June.
I have notes of telephone calls made on the 18th June, 21st July and on the 8th August, On the 8th August I received an auto-response to my email sent in June.

I have letters from BPO dated 28th August, 11th September, 26th October, none of which acknowledge my by now complete annoyance with the situation. I have had conversations with Virgin & BPO which are getting me no-where.

After my conversation with BPO on receipt of the first letter I sent them the don't call round letter by recorded delivery, and a copy to Virgin Media also by recorded delivery. The covering letter also included details of my conversations as above and all I have been told is that I cannot cancel until the account is up to date. But the account WAS up to date when I cancelled and as far as I am concerned the charges are in dispute as they refused to act on my repeated cancellation instructions 3 in fact all within the 30 day period that should have led to the account closure.

Sorry this is long winded but I really am at a loss.

Janie4Now

Not long-winded, just detailed

I think the problem here is that you didn't pay the month's notice until September so Virgin didn't close the account and kept charging you the late payment fees and then the collection charges. They will not close the account until it is cleared.

I can only suggest you phone Virgin again, explain the situation and see what they have to say. Say that you misunderstood and maybe offer another month in full and final settlement?

If they still won't close off the account, ask them for a full breakdown of the charges to date so that you can see what you're fighting.

Then come back to us again!