Please Help!

charlottemay91

Years ago my mother had a mobile contract with Virgin Mobile which she cancelled when the contract came to an end and switched her number over to Giff Gaff.
Having recently sorted through her paperwork, we discovered that Virgin continued to take payment each month since 2016! We called them and they were asking security questions that my mother couldn't remember the answers to so they kept bouncing round the call and not even speaking when we asked them questions. The customer service was so bad and after being on the phone to them numerous times for days on end trying to sort out the situation, my mother contacted the bank who investigated the matter on her behalf. Within a few weeks Virgin refunded the money my mother was owed.
Now..... Virgin have written to my mother several times over the last few weeks to say her account with them is overdue (by the exact amount they refunded to her) and that this will affect her credit file if she doesn't pay. Over the weekend my mother received another letter, this time by a debt collection agency advising that the balance has been directed to them and she needs to pay ASAP.
Please can someone help! this has caused my mother undue stress and she is scared the agency are going to turn up demanding the money.
I would be most grateful of any advice.

[Deleted User]

Get in contact with them and tell them what you have said here.