Hi all,
I'm hoping someone can help with a nightmare I'm having with Virgin Media.
I cancelled a 30 day mobile SIM contract last September, whilst on the phone I checked with the operator who said everything is settled the account has now been closed.
I moved into my new house in October, and to my surprise, due to a Royal Mail redirect I had setup I received a letter from Virgin stating that, that months DD had failed and I was now in arrears.
So I phoned again, explained I had cancelled and was told I had settled everything and my account was closed, but apparently it wasn't closed properly last time and that the account had now been settled and closed.
Then again in December I received another letter, again stating I'm 1 months' in arrears, I didn't get a chance until January to ring again and explained I'm getting tired of this, that it's been confirmed to me twice before that my account has been settled and closed.
Anyway, this operator spent a lot more time with me on hold and came back stating that the last two times, my account had been submitted to be closed but there was an outstanding balance due which is why it wasn't closed. I think I should have been charged another month, as from reading, you give 30 days' notice to cancel so in essence need to pay another month. This operator said that as a gesture of goodwill she's cleared the remaining balance (£13) and now the account can be closed successfully, I asked if I can be sent an email stating the above, but apparently all she could do was send a text to the SIM, (Yes, to the SIM that had just been cancelled and I haven't used for months! Useless!).
When I thought this was the end, I check my credit rating last month to discover it's halved and the only reason why I can think of is that Virgin Media have now put a late payment marker in February (but weirdly I've apparently paid fine in October, November, December & March, when no money has left my account to Virgin since cancelling in September).
So obviously I'm now furious, I wanted to get a 0% balance transfer credit card and a loan to help pay for the garden, but it seems I only have a 20% chance of being accepted for the credit card and a rate of 29.9% for a loan!
This time, I contacted via email Tom Mockridge CEO explaining all of the above and this was passed onto customer services.
Didn't hear anything for 2 weeks so I emailed back and was told a letter had been sent to my previous address despite me stating that I only want correspondence via email, I emailed back asking if they can attach the letter to an email and got no response, so last night I took to facebook and was basically told my only option was to ring again.
So I rang, and the operator read out the letter, but before that he stated they had tried contacting me numerous times via mobile (the mobile that I haven’t used for 6 months and one that Virgin Media had apparently closed 3 times…) that basically stated the same as last time, that there is an outstanding balance, but as a gesture of goodwill they've waived that and my account has now been closed. I said I wasn't happy with that because I had been told three times prior that my account had been settled and closed and now I've got a late payment marker on my credit report, anyway the operator said there's nothing more he can do and has now given me another phone number to ring.
Has anyone experienced anything similar? Or got any suggestions?
I'm worried that I have no evidence as I've had to ring and therefore got no proof of what Virgin Media have told me.
I will try ringing this different number on my lunch break today but I'm seriously frustrated with all of this, I want Virgin Media to remove the late payment marker, but they seem to think I owed money, which even if I did (and would have happily paid the £13) I was told three times I owed nothing and the account had been closed!
I'm hoping someone can help with a nightmare I'm having with Virgin Media.
I cancelled a 30 day mobile SIM contract last September, whilst on the phone I checked with the operator who said everything is settled the account has now been closed.
I moved into my new house in October, and to my surprise, due to a Royal Mail redirect I had setup I received a letter from Virgin stating that, that months DD had failed and I was now in arrears.
So I phoned again, explained I had cancelled and was told I had settled everything and my account was closed, but apparently it wasn't closed properly last time and that the account had now been settled and closed.
Then again in December I received another letter, again stating I'm 1 months' in arrears, I didn't get a chance until January to ring again and explained I'm getting tired of this, that it's been confirmed to me twice before that my account has been settled and closed.
Anyway, this operator spent a lot more time with me on hold and came back stating that the last two times, my account had been submitted to be closed but there was an outstanding balance due which is why it wasn't closed. I think I should have been charged another month, as from reading, you give 30 days' notice to cancel so in essence need to pay another month. This operator said that as a gesture of goodwill she's cleared the remaining balance (£13) and now the account can be closed successfully, I asked if I can be sent an email stating the above, but apparently all she could do was send a text to the SIM, (Yes, to the SIM that had just been cancelled and I haven't used for months! Useless!).
When I thought this was the end, I check my credit rating last month to discover it's halved and the only reason why I can think of is that Virgin Media have now put a late payment marker in February (but weirdly I've apparently paid fine in October, November, December & March, when no money has left my account to Virgin since cancelling in September).
So obviously I'm now furious, I wanted to get a 0% balance transfer credit card and a loan to help pay for the garden, but it seems I only have a 20% chance of being accepted for the credit card and a rate of 29.9% for a loan!
This time, I contacted via email Tom Mockridge CEO explaining all of the above and this was passed onto customer services.
Didn't hear anything for 2 weeks so I emailed back and was told a letter had been sent to my previous address despite me stating that I only want correspondence via email, I emailed back asking if they can attach the letter to an email and got no response, so last night I took to facebook and was basically told my only option was to ring again.
So I rang, and the operator read out the letter, but before that he stated they had tried contacting me numerous times via mobile (the mobile that I haven’t used for 6 months and one that Virgin Media had apparently closed 3 times…) that basically stated the same as last time, that there is an outstanding balance, but as a gesture of goodwill they've waived that and my account has now been closed. I said I wasn't happy with that because I had been told three times prior that my account had been settled and closed and now I've got a late payment marker on my credit report, anyway the operator said there's nothing more he can do and has now given me another phone number to ring.
Has anyone experienced anything similar? Or got any suggestions?
I'm worried that I have no evidence as I've had to ring and therefore got no proof of what Virgin Media have told me.
I will try ringing this different number on my lunch break today but I'm seriously frustrated with all of this, I want Virgin Media to remove the late payment marker, but they seem to think I owed money, which even if I did (and would have happily paid the £13) I was told three times I owed nothing and the account had been closed!
