Virgin Mobile Debt Collection Harrassment

paul_h1

Hi - sorry for length of post, but I am at the end of my tether at Virgin Mobile's treatment of a sick, elderly relative and would welcome any advice.

An elderly relative was offered an upgrade in 2010 by Virgin Mobile, who duly sent out the new phone - she kept the phone number that she had always had.

Months later, she was informed by her bank that she had gone overdrawn - this was because Virgin was taking large amounts via direct debit. This was investigated and it turns out that 2 other phone numbers had somehow been included as part of her account and these numbers had run up the bills. She got the money back via her bank.

Virgin insisted that she had taken out these numbers and that she now owed over £700. Virgin were asked for proof of this debt, but offered no proof that these numbers belonged to her and simply continued to demand the debt. One very helpful customer services person even rang one of the disputed numbers and it was answered by someone who confirmed that they were responsible for that number - still Virgin insisted the debt was owed. Letters written to Virgin were pretty much ignored.

Despite all the evidence to the contrary, Virgin continued to demand the debt and passed it on to a debt collection agency, who started to chase/harrass my elderly relative. After numerous letters written on her behalf by family, the debt collection agency accepted that they had no proof of the debt and told us verbally that there would be no further action (this was in 2012).

For the next 3 years, everything was OK with her Virgin Mobile contract, but a few weeks ago, my relative lost her phone and purchased a new one via Virgin Mobile, who also put her onto a new contract. Within a few days, she received 2 letters from Virgin both demanding that she pay this alleged "debt" from 5 years ago. I have tried contacting customer services, who sound very concerned and helpful, but seem unable to do anything about the situation. She has now received a letter from the debt collection agency once again demanding the debt.

I have contacted the debt collection agency who were "appalled" this had happened, as Virgin had led them to believe that this was a new debt.

My elderly relative is recently widowed and is currently undergoing chemotherapy for a recurrance of cancer. The renewed harrassment from Virgin Mobile is making her very stressed just at the time when she needs it least. I have tried to explain all this to Virgin, but am hitting a brick wall.
I have never before come accross a company that refuses to engage with its customer and just insists in a "computer says no" manner that they are right.

Does anyone have any idea what I can do to try to resolve this issue - telephone calls and letters seem to have absolutely no impact on Virgin and this is causing a huge amount of distress.

Many thanks

Paul

Atasas

Local CAB, as well as health worker