Virgin Media -cancellation grrrrr!!

dwill1503

So, we had Virgin Media TV and BB and then had various problems and loads of down time. We had called them several times about the issues.

We contacted them in November 2014 and asked to cancel. I was told to phone (or write) to customer services. I then called 7 times over the next 6 weeks but was on hold for over half an hour each time, 60 minutes on one occasion. I managed to have web chats where my wishes were recorded but always told to call. I was then told during a web chat to just cancel the direct debit. I did and we then joined sky.

We did then have a letter from them in February 2015 saying we owed 344.00 as we hadn't cancelled but had switched provider. I went back and said we had expressed our wishes on several occasions. We then heard nothing.

Today I have checked my credit file and they have recored a default for 344.00. I have written to them and said that they make it far too difficult to cancel. They will answer the phone straight away for anything else but leave you hanging for ages for anything else.

Does anyone have any knowledge on where we stand legally?

Browntoa

What was wrong with sending a good old fashioned letter before you cancelled the DD ?

wealdroam

dwill1503 wrote: »

So, we had Virgin Media TV and BB and then had various problems and loads of down time. We had called them several times about the issues.

We contacted them in November 2014 and asked to cancel. I was told to phone (or write) to customer services. I then called 7 times over the next 6 weeks but was on hold for over half an hour each time, 60 minutes on one occasion. I managed to have web chats where my wishes were recorded but always told to call. I was then told during a web chat to just cancel the direct debit. I did and we then joined sky.

We did then have a letter from them in February 2015 saying we owed 344.00 as we hadn't cancelled but had switched provider. I went back and said we had expressed our wishes on several occasions. We then heard nothing.

Today I have checked my credit file and they have recored a default for 344.00. I have written to them and said that they make it far too difficult to cancel. They will answer the phone straight away for anything else but leave you hanging for ages for anything else.

Does anyone have any knowledge on where we stand legally?

Just send them copies of the web chat confirming that you were instructed to cancel the Direct Debit.

Once you have done that, resolution will be straightforward.

dwill1503 wrote: »

They will answer the phone straight away for anything else but leave you hanging for ages for anything else.

What??

dwill1503

oops - i meant answer straight away if you wish to upgrade or buy something.

knightstyle

I think they mess people who want to leave around in the hope they will give up!!!!!!!
We had similar problems, see https://forums.moneysavingexpert.com/discussion/5349559
just waiting now to see how much they are going to charge for this month and have my evidence ready for another battle!
Do not touch Virgin with a barge pole!

pendragon_arther

It appears VM have taken lessons from Sky on how to make it as difficult as possible to cancel. I am finding the same problem with Plusnet.

dwill1503

Well today I have emailed the CEO, COO and People Person (whatever that is). Ive also sent the CEO a message on Facebook! I have also tried to call again today - on hold. Also tried the web chat, disconnects! It is so frustrating! If I ran my company like this, I'd be out of business!

unholyangel

dwill1503 wrote: »

Well today I have emailed the CEO, COO and People Person (whatever that is). Ive also sent the CEO a message on Facebook! I have also tried to call again today - on hold. Also tried the web chat, disconnects! It is so frustrating! If I ran my company like this, I'd be out of business!

Try them again now. I just called them, spent 1 min 50 seconds going through menus, was advised 2 mins waiting time and call was answered within 1 min 30 seconds.

Have to say, I've never had particularly long waiting times with virgin. Have had a whole host of other problems with them but being put on hold for large periods of time isn't one of them.

Speak to the cancellations team - I find their normal CS seem to struggle with anything that isn't particularly straightforward. Cancellation team tends to have more leeway in what they can do and what they can offer.

dwill1503

I have today had an email from an actual person in the CEO's office with an actual email and direct number. It only apologises and says that he will investigate and get back to me on monday, but its definitely further than I have gotten before!

wealdroam

dwill1503 wrote: »

I have today had an email from an actual person in the CEO's office with an actual email and direct number. It only apologises and says that he will investigate and get back to me on monday, but its definitely further than I have gotten before!

Dwill1503, have you had a response?

juno

I cancelled Virgin Media at the start of the month, and since then I've been bombarded with text messages, emails and letters telling me I can have "great" offers if I come back. Now for the past few days they've started calling me at 8:30am every morning.