Impossible to cancel Virgin Mobile within 14 days

pmduk

d123 wrote: »

Perhaps you should try and understand what you're talking about before giving out totally ridiculous advice.

Thank goodness for the ignore list, his posts should come with a warning.

d123

pmduk wrote: »

Thank goodness for the ignore list, his posts should come with a warning.

I'm starting to think the same thing, the problem is, if we don't see the rubbish he posts some poor person is going to be given ridiculously stupid advice by him and there'll be no-one to give that person a warning about him.

chris1973

Well an update on the original topic I started.....

I received a "sorry you are leaving" letter from Virgin Media today so they have obviously received my cancellation letter, however they want to charge me the full 12 month contract - £307.29 to leave them, despite the letter being dated 26th Feb - just 6 days after I took out the contract. They also say that the cancellation won't be actioned until this is paid!!

I posted (politely) on their community forums, with no personal details, giving them the timeline of the events in order to prove that I am still within the original 14 day period. The post was immediately removed and my account banned.

d123

chris1973 wrote: »

Well an update on the original topic I started.....

I received a "sorry you are leaving" letter from Virgin Media today so they have obviously received my cancellation letter, however they want to charge me the full 12 month contract - £307.29 to leave them, despite the letter being dated 26th Feb - just 6 days after I took out the contract. They also say that the cancellation won't be actioned until this is paid!!

I posted (politely) on their community forums, with no personal details, giving them the timeline of the events in order to prove that I am still within the original 14 day period. The post was immediately removed and my account banned.

Email the Virgin CEO with your complaint, he is listed as Mr Tom Mockridge on the CEO email website.

Email addresses are usually in the form of first.last at virginmedia.co.uk tom.mockridge has a CEO exec office who will reply and hopefully help .

chris1973

I emailed the CEO Office last Tuesday (27th) as I wrote on the original post. So far all that i've got back is this.

Hi Chris,

We would like to thank you for taking the time to contact us today.

We are very sorry to hear that you are unhappy and we will endeavour to resolve your issues as soon as possible.

Tom is currently not available to deal with your complaint personally, however we have passed your email onto a member of his team, and they will be in touch with you as soon as possible in order to assist you with your queries.

We look forward to discussing this matter with you in the future.

Kind regards,

<name removed>

On behalf of Tom Mockridge.

From reading their Trustpilot reviews, apparently others have never received a reply back from using the Virgin CEO email, and charging the full whack for 14 day cancellations is also quite common!. So my hopes aren't high!.

I have just sent an official complaint to the CEO address updating them on the situation and giving them a final opportunity to sort it out before I approach the Ombudsman. No doubt a wait of up to 8 weeks for a reply now beckons!.

Jon_01

Even if you do manager to cancel you may not be out of the woods with them.
We took out 2 contracts in Nov last year, cancelled the day the sims arrived as they'd put us on the wrong plan and refused to honor the right one. They 'said' they'd cancelled them.

Then in Jan this year they took £350.00 out of my acc for 'early cancellation'! They failed to refund and I had to get the bank to do a change back.

Their CS is truly terrible.

d123

chris1973 wrote: »

I emailed the CEO Office last Tuesday (27th) as I wrote on the original post. So far all that i've got back is this.



From reading their Trustpilot reviews, apparently others have never received a reply back from using the Virgin CEO email, and charging the full whack for 14 day cancellations is also quite common!. So my hopes aren't high!.

I have just sent an official complaint to the CEO address updating them on the situation and giving them a final opportunity to sort it out before I approach the Ombudsman. No doubt a wait of up to 8 weeks for a reply now beckons!.

That is strange, I've used the Mockridge email for a number of Virgin issues in the past (most related to broadband) and have always had a call from someone in the exec office within a few days.

At least the replies you've received prove you've made the cancellation request within the 14 days.

Atasas

chris1973 wrote: »

I emailed the CEO Office last Tuesday (27th) as I wrote on the original post. So far all that i've got back is this.



From reading their Trustpilot reviews, apparently others have never received a reply back from using the Virgin CEO email, and charging the full whack for 14 day cancellations is also quite common!. So my hopes aren't high!.

I have just sent an official complaint to the CEO address updating them on the situation and giving them a final opportunity to sort it out before I approach the Ombudsman. No doubt a wait of up to 8 weeks for a reply now beckons!.

The concern I'd have, is when they will sort it out, they'll try to abuse their ability to make negative records for Credit Agencies.

From what I see you have done- you did everything what is possible to do and in correct time-frame, do hope you keep documenting everything, including poor signal, slow speed service (3g) in screen-shots etc?

As much as I wish speedy and favourable outcome for you, it does look, as it may take awhile including need to keep an eye on Credit records.
Register at https://www.noddle.co.uk, they are truly free and non spamming and great in general service :money:

boatman

http://www.virginmedia.com/contact-us.html
then choose 'joining or upgrading', 'joining virgin media', 'chat online'

boatman

You could always ask virgin for the PAC and put it on a PAYG sim, that way they have no choice but to close the account once the number is transferred. As long as you have proof you have asked to cancel the account then I don't see them getting far in trying to get money from you. If they refuse to give you the PAC, they have again ignored OFCOM rules.