Virgin Media- Transfer of Responsibility Farce

Purenessence

I have been a Virgin Media customer for over 10 years. 5 years ago my husband left (account was in his name) it took till two months ago to finally source the appropriate forms to transfer the account into my name (bearing in mind, for five years I have been paying the bill, never missing a single payment, it was a challenge each time I needed to call them to change a service or report a fault as I am not the account holder, although I am paying the bill)! Once the forms had been sent, 2 weeks later I was requested to call them to resolve an issue with the transfer. The customer service agent I spoke to couldn't understand my reason for calling and suggested to send out the transfer forms again. Even after informing him I'd completed them. Low and behold the forms where sent out again, I refused to complete them again and never got round to calling them to resolve. This morning my Virgin Media service had been suspended. I called and allegedly I had missed a payment? Upon checking my bank, I was astonished to discover Virgin Media had cancelled my direct debit so I had missed a months payment and incurred a late payment charge, none of this has been communicated to me. So I called them. STILL the account is in my ex husbands name, even though the direct debit had been cancelled due to transfer of responsibility (such information has never been offered or advised to me, I've received no corrospondance referring to the success of the transfer, only the forms) upset and frustrated, as I'm not pleased with paying £83 per month for line rental (I don't have a house phone)! Intermittent Broadband (which I've complained about over and over) and a TV package without movies or sports, I decided to cancel and close the account. To be told 'sorry, you are now tied into a new 12 month contract as a new customer, due to the transfer of responsibility so if you wish to cancel, you need to pay £240' I am upset, frustrated and at a loss with how I can ensure they are made accountable for providing such a confusing and awful service. Any advice or insight would be very much appreciated. Thank you

[Deleted User]

Contact Virgin Media customer services to sort this out. It has little to do with Consumer Rights..

Fosterdog

Surely five years ago you should have just called them and signed up as a new customer, even if you pretended you'd just moved into a new house. Why would you pay for the service for five years when it is in someone else's name?

fleshandbone

This country!

neilmcl

fleshandbone wrote: »

This country!

...Meaning?

fleshandbone

neilmcl wrote: »

...Meaning?

The Jackanory

Purenessence

I made a number of attempts over the years to enter into a new contract/change name on account being passed pillar to post and often I couldn't further the query as I wasn't the account holder. It's tricky calling Virgin for a specific request. I spoke to two different depts yesterday, neither could shine a light in the issue or help. Apologies if I have chosen the wrong forum to seek advice, I'm new to MSE. Think I'll visit local CAB for further advice. Thanks

[Deleted User]

You're tied into a new contract. Write to Virgin explaining the sorry mess and maybe they'll waive the Early Termination of Contract (ETC) fee for you to leave. Otherwise, you'll either have to pay to the end of the minimum term or pay the ETC.