Virgin Media Retention Team

slg_sue

How can I contact this team. I have tried to go through the normal telephone route and get someone from another country telling me that I have to redial and they are so thick skinned they will not do anything which will remotely assist me grrrrrrrrrrrrrrrrrr :mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad:
We had some financial difficulties and couldnt pay our bill and were subsequently cut off or services suspended (which is obviously expected), now today I have received my new bill, and have been charged another £100 and have not received any service since 12 October but the stupid woman in the call centre says its the 24th!!
I told her I wish to cancel the services (had the account for 4 years) and she said no, I have to pay first for something I havent used, I have no problem paying what I owe just not any more!
I need to sort this out as it looks like this time next month I will have a bill of over £400 the way they work!!!

macman

Why do you want retentions if you want to cancel?
30 days notice is required for cancellation, even if out of minimum term-is this possibly what you have been billed for?

slg_sue

The reason is simple, I didnt actually want to cancel our account initially, but I want something done about the service I have been receiving over the last 3 years and was told this was the best department to speak to

in_my_bumble_opinion

Just keep taking the option for 'if you want to leave' or tell the operator you want to give your notice.....they will put you through to customer relations.....tell them you want to give your notice to disconnect.....they will put you through to retentions.

Don't get involved in any conversations till you are at the retentions stage, just keep repeating that you want to leave.

[Deleted User]

I'm not sure the Op will be allowed to "leave" if they still owe money to Virgin. They are more likely to have services cut off and debt collectors set upon them.
The Op should note that services (apart from call) are charged for in advance, so if they have only paid the arrears then services will not be restored until another payment is received to cover next month as well

slg_sue

Thank you for your advice, I am aware that they will not let me "leave", they disconnected my services on 12 Oct though they say it was the 24 Oct, and they have billed me for this, I am not going to pay for this period.
I have no problem paying for what I used, if they want to send one of their vultures after me thats fine, they will get a low monthly payment, rather than if they speak to me like a human being rather than a scumbag that doesnt deserve the time of day payment in full within a month.

macman

Is your service currently active or not? If it's not, then speaking to retentions is going to be fairly pointless.

slg_sue

No its not active. It may seem pointless, but the collections team is even more pointless!

macman

So it's a billing issue and nothing that retentions is going to be able to help you with.

[Deleted User]

slg_sue wrote: »

No its not active. It may seem pointless, but the collections team is even more pointless!

There is absolutely no point contacting Retentions about a disputed billing issue as they will just refer you back to collections.

slg_sue

I have spoken to quite a few people, all of whom have had the same problem and 90% have found retention to be a good department who have helped resolve issues. The thing they have in their favour and this may sound harsh but they are English and have some common sense so do not work directly from a script like the collections team.

I want to speak to someone that understands logic, nothing more, nothing less. I have also sent of a complaint so am not going to waste any more of my time. The main point is of course the bill and a huge greivence I have with Virgin is the fact that they employ people who are so regimented that you cannot get any resolve so complaints have to be made. Something Mr Branson really needs to address