'mis-sold TV package

CitizenDave

Hi, all. I've discovered my elderly mother has been paying £150 per month for a Virgin TV package that she never uses. Does anyone know if there is any kind of redress for this. She only really watches the mainstream TV channels.

powerful_Rogue

CitizenDave said:

Hi, all. I've discovered my elderly mother has been paying £150 per month for a Virgin TV package that she never uses. Does anyone know if there is any kind of redress for this. She only really watches the mainstream TV channels.

Will need a lot more detail then that, but I doubt it. Why do you think it was mis-sold?

I'm presuming at some point she has signed upto Virgin Media and the contract has finsihed and become a rolling contract.

MattMattMattUK

CitizenDave said:

Hi, all. I've discovered my elderly mother has been paying £150 per month for a Virgin TV package that she never uses. Does anyone know if there is any kind of redress for this. She only really watches the mainstream TV channels.

It is highly unlikely, she has signed up for a package.

Find out when her contract is up, cancel it an put her on Freeview/Freesat at no monthly cost.

Aylesbury_Duck

How did you find out about it?  Have you got the contract paperwork?  

She's not due a refund simply because she doesn't use any of the channels.  If you think the package was mis-sold you'll need to find some evidence of how it was sold and what she consented to.  She would have also have had a cooling-off period which she chose not to exercise.

Your best bet might be to try a charm approach and hope to get some goodwill, perhaps early cessation of the contract without penalty, given the circumstances.

CitizenDave

The problem is, mother has difficulty in understanding and has the onset of dementia. I'm pretty sure she would agree to anything, but I'd have thought Virgin operatives would recognise from her viewing pattern, what would be best for her. I'll do a bit more digging. Thanks for the replies guys.

Aylesbury_Duck

CitizenDave said:

The problem is, mother has difficulty in understanding and has the onset of dementia. I'm pretty sure she would agree to anything, but I'd have thought Virgin operatives would recognise from her viewing pattern, what would be best for her. I'll do a bit more digging. Thanks for the replies guys.

I doubt Virgin would monitor her usage and recommend a reduction or cessation of contract. 

The important thing is to dig out the contract and work out if she's still in a minimum term or whether she's out of initial contract term and on a rolling contract.  If she's on a rolling contract, at least you can end it with minimum notice.  Don't cancel the direct debit.  Doing so doesn't cancel the contract and will lead to more problems along the lines of contract breach, missed payment penalties, etc. which will be a pain to have to unravel.

born_again

How long as this been going on?

user1977

CitizenDave said:

The problem is, mother has difficulty in understanding and has the onset of dementia.

But how long ago did she sign up to this?

Olinda99

Virgin Media do have a policy on vulnerable customers and I would suggest this is the approach you take..

https://www.virginmedia.com/corporate/media-centre/public-policy-statements/accessibility-and-vulnerability-policy

MattMattMattUK

CitizenDave said:

The problem is, mother has difficulty in understanding and has the onset of dementia. I'm pretty sure she would agree to anything, but I'd have thought Virgin operatives would recognise from her viewing pattern, what would be best for her. I'll do a bit more digging. Thanks for the replies guys.

They will not log viewing patterns on an individual basis beyond pay-per-view type events and they certainly would not use that to recommend cancelling a contract.

If your mother is at a stage where she will agree to anything when that has financial implications then you need to urgently need to look at financial power of attorney and taking control of her affairs, as well other methods of safeguard her.

https://www.gov.uk/power-of-attorney
https://www.ageuk.org.uk/information-advice/money-legal/legal-issues/power-of-attorney/
https://www.citizensadvice.org.uk/family/looking-after-people/managing-affairs-for-someone-else

diystarter7

OP. How old is your "elderly mother"?

We have a few people on our road close to 90 or 90+ and bar one, all of them are on the ball.
Does your mum suffer from extreme frailty, etc, etc?

No offence just wanted a fuller picture. FYI. I bought a massive tv package, seemed good, but after a few weeks got bored and had other work items to do so it was a waste of money but I could not get out until the end of it.