v4 consumer landline package cancellation nightmare

leebee247

Hi there, hoping to get some advice/support please? Apologies for the long post!!!

My 72 year old mum was cold called by v4 in June and agreed to sign up to their 24 month landline only package on the understanding that it would be cheaper monthly than her then existing BT package.  At not time during the call or in subsequent written communication from v4 were the call charges listed...only monthly charge for line rental (£16.99 + £2.99 paper billing charge).  My mum told the v4 sales rep she does not have or need broadband, therefore, no access to internet.  The v4 welcome letter signposts customers to their website for further information/managing account, etc but, obviously my mum can't do this.  She got a few monthly bills in and realised her bills were higher than what she was paying on BT (contrary to what she was told by v4).  Her bill for September 2021 was £17.50 for a total of 8 phone calls, including £10.58 charge for a 55 minute call!!!  When she finally alerted me to this, I checked it out and can clearly see she's not been given the appropriate information on exactly how much calls would be, etc.  Even I can't find call charge info on their website.  So I called them to cancel the service as it had been, I believe, entered into by my mum without full disclosure from v4 of the full charges she would be required to pay.

I'm having an ongoing nightmare with v4 customer service who refuse to cancel the service unless cancellation charge of £358.80 is paid.  Several very repetitive discussions with Maneesh, 'account manager' who refuses to acknowledge that essentially, my 72 year old mother was IMO 'duped' into taking out the package.  Allegedly he has listened to transcript of original call with my mum and states everything was made clear to her.  I am requesting a transcript of this and have repeatedly advised them I am taking this matter to the ombudsman....which I fully intend to do as this whole situation is just wrong.

Anyone got any other suggestions??? TIA   

JJ_Egan

Business   / Small Trader ??

(Small businesses and sole traders more often than not end up comprising on their telecom choices, pay more and receive poor customer service.

V4 Telecom has been empowering its ever growing and fiercely loyal clientele by creating cost-effective and bespoke packages that are best suited for their businesses, upgrading to newest technology offerings in telecoms and providing unlimited access to highly trained and dedicated customer support teams who live and breathe by our ethos of "Going the extra mile for any customer".)

I cannot see a no broadband on the web site .

leebee247

Personal customer, landline only.  I too can't find any landline only deals on the site and live chat with advisor confirmed they don't do landline only packages.  Customer service is shocking, cannot call to speak to someone, must request call back everytime. Written communication from V4 is also lacking in details. I believe the product was mis sold to my mother, any 'contract' is null and void as full details of 'package' have not been disclosed.

deOldman

It is now 2023 and the same problem is happening to me I even agree to pay the £360 get out but they 
do not want to send any way of me paying this or proof that it would be cancelled.
They were supplying Internet until January when the contract holder died now my daughter is paying monthly
and even if she cancels the Direct Debit they restart it. Manish is the name I speak to.
We just need Help not bull 

Alferova13

I'm sorry to hear about these difficulties with V4 Telecom or V4 consumer as they're also known.

I have been tied in with them for nearly 4 years now, running into bullying tactics whenever my contract comes up for renewal and problems with communication (ironically!!) ie being asked every time to arrange a call back - so that, l assume - they can manage the response.

The call handlers have obviously been trained to respond with the irritatingly obsequious; 'Is there anything else I can help you with today?' when they cannot answer a question. By the way I have also come up against Manish Sony when trying to exit my contract - only to be accused of making problems for everyone!! I am at my wits end with the only solution it seems to wait until next year when my contract will finally end. Meanwhile l am tied into paying around £59 per month for about 3 hours of landline, one mobile but not unlimited calls and broadband. As I am autistic/ADHD any attempt to remember what I need or what I'm paying for slips my mind.

I've been onto them recently with a support worker, saying I am moving to a region where they are unable to supply my services and they have offered to waive two of the early termination fees (an outrageous £299+ VAT per service therefore £900+VAT for all three) but that I will have to still retain my mobile service, thereby ruling out the option to go elsewhere for the full package of landline, mobile phone and broadband. I remain unable therefore to avail of the services for families on low incomes or benefits, for which I qualify
.
I have threatened them with the intervention of the Communications Ombudsman if the matter isn't resolved in 8 weeks but they are insisting they have offered a resolution so it is in my hands whether I accept it or suggest an alternative solution - ideally being a full release from the contract with no penalty early termination fee. The Communications Ombudsman apparently cannot/ will not look into individual cases - but will take on general feedback which V4 Consumer/Telecom would rather avoid obviously - so I will carry on with that tactic, but any redress of the poor service and stress over the years is unlikely to be granted. 

A sales rep from Virgin Media suggested I simply stop paying my bill, and as they're a small outfit there would not be any redress but I'm attached to my phone number, and who knows, maybe there's a touch of Stockholm Syndrome creeping in whereby I am now numb to this poor treatment.

All in all I probably really do need to move to North Lincolnshire/ Humber. Does anyone know a nice place there?! Thank you anyone for your patience in reading this.

littleboo

I would ignore the advice of the Virgin Media sales rep, stopping payment doesn't stop a contract, its just means you go into arrears and risk issues with debt collectors, credit rating etc. I suspect that V4, regardless of their size, are quite used to chasing debts.
Are you actually moving? 

delcarsia

V4consumer - Made an enquiry & was misled into giving bank details, this by being lied to more than once. Reported to ofcom & received call from “manager” apologizing & confirming that my “account” had been cancelled & asking me  to please withdraw the complaint. However they persist by sending “welcome” emails. This behavior is more than disgraceful & they need to be stopped.