Virgin didnt cancel contract when asked, deny knowledge and keep taking money Arty_Al

suzieelizabeth

Hi everyone,

I paid my phone contract via my parents to Virgin before December 2017, when I got a new phone and contract with Three. I can categorically, 100% assure you I never just left the old contract running and (remember this was almost 3 years ago, so the exact phone calls and contact details aren’t exactly fresh in my memory) I absolutely had my mum, as it was through her account, cancel the pre-existing contract. The bill was similar to my parents bill, confusing them on their bank statement, and only recently found out they had been paying a third phone bill, my old phone. After contacting them they, from the outset, point blank refused to accept that we cancelled the contract, said there’s no possible way they could ever refund “that sort of money” and that there was nothing we could do, it was our fault. Not only are we disappointed with the customer service we received basically laughing off that we lost an extremely significant sum of money, my parents are devastated that they have unknowingly spent literally hundreds of pounds on absolutely nothing and this company just don’t care. 

My dad asked why they never flagged up that there was absolutely zero activity on that contract and they said “yeah, we can see no calls, texts or data have been used in a few years but we still can’t do anything.”

I hope you can understand how upset we are, we don’t have a lot of evidence or recollection of a lot of the events as it was three years ago. I believe the company have turned a blind eye and profited off of this situation. Is there anything at all we can do and anywhere we can escalate it to? 

JJ_Egan

Old phone PAC and transfer number ??or just cancel that phone number .

cranford

So you say you never left the old phone running but you failed  or your mother did to notice that as far as VM was concerned the phone was still active and money was being taken for it. Only recently did your parents notice that the phone had not been cancelled so unless you have proof that the phone was cancelled and not just you saying your mother had phoned to cancel. You will need text, letters or emails as proof. 
The best you can do is to ring again and prove the phone was not being used and see if they will give you some cash back but I doubt it.

flashg67

OP also has identically headed post but for Three mobile .........