Virgin Media

1.00 stars

229 Reviews

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Sharon's complaint against Virgin Media

Sharon Howard


Virgin Media services cancelled within cooling off period so why are we being threatened with court

Complaint against Virgin Media

Virgin Media (VM) installed my mother's land line and broadband services on 30/04/16 and activated them on 07/05/16 (the date BT cancelled services and switched the telephone number to VM - per BT email). VM services were cancelled within the 14 days cooling off period on the 16/05/16. The services were cancelled because of slow broadband speeds, which the VM technical advisers were unable to fix, the phone service was frustrating because my mother only received calls intermittently and due to fraud. I took out the services in my name because my mother doesn't own a debit card. I had to demand a refund of £24.00 when an adviser set up two mobile accounts without my permission. She asked for my card details for a credit check and used the information to set up the mobile accounts. Therefore, I had no choice but to cancel all the VM direct debits and my debit card to prevent further unauthorised transactions. During my phone call on the 16/05/16, the adviser said that I would have to give 4 weeks' notice and the cancellation date was set for 16/06/16 . I also filled in a VM online form to confirm the cancellation on 16/05/16 (I have screen prints). I also sent the cancellation letter under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations because we have never received a contract for any of these services. According to Royal Mail Track and Trace, the letter was received on the 18/05/16. I have sent more complaint letters, emails (via Virgin online forms) and made numerous long phone calls but VM didn't cancel the services until I called them on 20/06/16. I also complained about the large bill and the default notices. To date, Virgin Media has ignored all of this information and they continue to harass and stress us out with fictitious outstanding bills. The bills have fluctuated from £97.97 to £147.59 to £358.19 and now to £337.10. The second default notice generated on 18/07/16, threatens us with court action that will also affect my credit rating. These ongoing threats from VM are really scaring my 81 year mother. Please help us because VM have also contacted a Debt Recovery Agency for the £337.10 bill. VM also want to close my case on 04/08/16. I look forward to hearing from. Thank you. Sharon Howard

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