Virgin Media threatening bailiffs

Coliboo

After 6 months of Virgin Media not fixing a fault with our box we decided to cancel with them and move to Sky. You can’t email to cancel so we rang (average waiting time 1 hour plus then cut off), made complaints (they sent letters saying they were resolved when they weren’t) , tried to resolve via Twitter (told we had to write to give notice), wrote to their head office 8 April giving 30 days notice and reasons why (received acknowledgment saying the complaint was resolved !!!!!!!!), texted (cut off every time but have texts) , got through and was told if we got cut off they’d ring back (we did and they didn’t) and finally told they would be sending bailiffs round for £299 (which we don’t owe) unless we accepted we had to pay £239 there and then. I’m literally stressed to death and in tears over it. No idea what to do. Any suggestions? My husband (they’ll only speak to him as they only put his name on the system as account holder even though it’s both of us) is a HGV driver so imagine how difficult it is to ring! They say none of our previous contact is on their system :-( 

southsidergs

If I'm reading this right did you never get confirmation from them you were cancelling due to poor service & just cancelled it anyway? If you're leaving due to poor service it has to be agreed otherwise they just think you're leaving & have every right to charge the fees which will be the termination fees etc as you never confirmed you were cancelling with them due to the issues

tacpot12

Do you have a full record of your previous contact with them? If not, make notes of all the contacts you had now. 

If you have home insurance, check to see if you have legal expenses cover. If you do, call the legal helpline. They will be able to guide you on what you can do.

elsien

They can't send bailiffs round unless they first get a CCJ against you. They can threaten you with debt collectors, but debt collectors have no enforcement powers, although they will tell porkies to convince you otherwise.  You have time to sort this, don't panic. 

Bailiffs & Debt Collectors. The Difference? StepChange

iniltous

Have you tried to contact the executive level complaints team, I wouldn’t bother with the first level phone answering customer service reps, but even though you may have a moral case , it’s not a good idea to effectively just stop paying for a service VM believe they are still supplying and you should be paying for.