Virgin Media Refusing credit

Nemo101

I came to the end of my contract during lockdown, I spoke to Virgin Media and cancelled as I could get better service.
I received a call back from Virgin media, the chap offered me 50BM after credit for £14.95 OR 100MB for £20 after credit was applied. I opted for the 50MB as this was similar to what was being offered on MSE for new customers. Retentions Rep told me to ignore the contract and emails as they would be wrong amount. 

One month in now I have raised the issue with Virgin media as they are charging me £26 and no credit has been applied, no change from 100MB to 50MB. During my call I have been told you didnt reject contact emailed to you, you don't have anything written we aren't applying credit. I have asked for the call to be listened to, but this recording is only for training!?!?

Anyone had any similar issue and can advise me of legal next steps to take? 

Chino

Nemo101 said:

Anyone had any similar issue and can advise me of legal next steps to take? 

Have you exhausted VM's complaints process?
Making a complaint

Nemo101

Chino said:

Nemo101 said:

Anyone had any similar issue and can advise me of legal next steps to take? 

Have you exhausted VM's complaints process?
Making a complaint

Its a joke, I have a complaint on going. It takes hours to get through over the phone and they insist they havent had queues over COVID-19 period. 

The ops suggest they dont have any notes and you didnt cancel the contract. They refused to pass me to a manger again who sent a message via the op that they wont do anything if not notes are on the system. after a week i got a call from the manager advising me shes not sure if they have the call but she will put in a request. This will take another 30 days.
I may send an email if couple of weeks to the CEO for consideration of the higher complaints team, the operator manager i spoke to today wasnt even aware how the SMS Text number worked.