Vulnerable individual mis-sold Virgin Media bundle plus huge billing issue

Flatulentoldgoat

So I'm trying to deal with couple of issues here for a vulnerable retired family member in their 80's. In August they phoned up to cancel their package as it was costing far more than they needed. Now they've come to me and from what I can tell they were sweet talked into taking out a more expensive package which had an some sort of initial incentive and a horrible 24 month contract length. It's a combined package that's apparently £42 per month base although the billing is an absolute mess and not clear on their website how the actual per month is more like £70-80 (I don't see any obvious add on charges)

Further more, it seems the DD was not automatically set up (as they'd anticipated as this had been the case prior to changing contract) so now they have a pile of late payment fees and we're well into three digits with all that and it all rolling over for the past 3 months. It's a mess and they cannot afford to pay.

If there's one thing I want and that's to get them off VM desperately. The cancellation for this thing is going to be 000's....

In before the 'well that serves them right' type replies. The above might seem all obvious but not to the vulnerable individual I'm trying to help here.

macman

First thing you need to do is get the vulnerable person to authorise you to access their account and talk to VM direct on their behalf: until you can do that, it's going nowhere.
The problem with this scenario is that it comes down to a 'he said, she said' argument, and it's most unlikely that the tapes of the conversation will still be available 3 months after the event.
Are they on the Priority Services Register, or whatever VM call it?
https://www.virginmedia.com/corporate/media-centre/press-releases/virgin-media-unveils-new-measures-for-vulnerable-customers