Virgin media deny we told them we were moving..

tigsly

My partner rang virgin media -and cancelled our products with them. The lady on teh phone commented it 'was perfect timing' because we wanted to leave 30 days later...

So we moved on wedneday - I just tried our old number - and its still connected.. I get a bill through from virgin for our bill..

They have no 'evidence logged on the system that we are moving'...

What do we do now? My OH knows he rang them.. fuming is not the word..

I'm sure its because we are not staying with them...

What do we do now.. they wouldn't cancel the order now - because its not between 8 and 8...I'm worried the new people can be running up phone bills I will be liable for?!(although the family have said they are going to move to virgin - so really do think theya re pulling a fast one!

Chopsie&Chelvis

Does your bill show that you called them? If they're saying they had no communication from you, a bill showing a call of, say, 10 mins would surely be proof they were wrong.

Shoey1610

My parents had this - cancelled Virgin with the appropriate notice by phone call, told it would all be OK and then the cancellation did not go through.

There was a lot of to-ing and fro-ing on the phone with Virgin denying the call for cancellation. My mum asked them to go back and review the phone call as she had the date and they went away, I don't know if they actually listened to the call or realised they had a matching log for a call on that date, but they admitted they were wrong and refunded any additional charges.

princeofpounds

Yes if you can show the call then the burden of proof shifts directly to them on the balance of evidence.

Make an official complaint, sent to the complaints dept.

Good luck. These companies can be horrendous sometimes, BT have been far worse for me.

C_Mababejive

You are not allowed to leave Virgin media. Some of their staff have a high handed arrogant bullying attitude to callers.

DRP

Does the call appear on your itemised bill?

onlyroz

Oh I remember this well. Twice in the last 10 years we have been foolish enough to sign up to Virgin Media. It all went well until we tried to leave. The usual process was:

- Call and cancel. Be told "yes, it's all fine"
- Next month bill arrives
- Call and complain. Be told "yes, it's all fine"
- Next month bill arrives
- Call and complain again. Be told "yes, it's all fine"
- Next month "red letter" arrives threatening bailiffs over the unpaid debt
- Call and complain again. Be told "don't worry it's all in hand"
- Repeat for another 6 months until they finally give up.

The last time we had issues was when we sold our old flat. After we'd finally persuaded them that we were moving and had no need of their services they arranged to collect the digibox on the day that we moved out. Needless to say they never turned up and so we left the box behind. When we got an irate call telling us that we'd stolen their property we told them to take it up with the new owners of the house.

anselld

C_Mababejive wrote: »

You are not allowed to leave Virgin media. Some of their staff have a high handed arrogant bullying attitude to callers.

They are probably so used to people phoning up to cancel in order to get a cheaper bill (necessary at least once per year), they assume you don't really mean it!

tigsly

I just phoned customer services.. they have canclled my account - and said that there will be nocharge..

They 'deny evidence of the phonecalls - but will waive the fee as a goodwill gesture?'

I've cancelled the direct debit (alhtough I believe we were in credit.. as we pay for the service in advance.. )

My bill handily is not itemized so no evidence I called them at all!

Well fingers crossed the free post bags arrive soon!

It did entertain me - that they twice offered to 'relocate' my services... then went on to ask if i'd recomend them to a friend .. i have a 'reference number' and name so they should be able to 'locate' this call?! (they had no answer when i asked why I would recomend them?!)