Has anyone faced this problem?
I gave instructions for Virgin Media to disconnect all its services in March this year. They sent an engineer to collect all their equipment. He said in answer to my question, “everything is now disconnected”. To my astonishment I realise recently that I have been billed and been paying for a service that I had not in use since March this year. Added to my astonishment is that when I contacted the staff of Virgin they were very unsympathetic and told me that I did not phone them to cancel my telephone line since I had allegedly told them that I wanted to keep the telephone number? Why would I want to do so if I was not using the line? The long and short is that Virgin want me to pay for the service I thought was disconnected, all the surcharges for late payment.
As I see it, my instructions have not been carried out to the full. I have been paying you for a service that I have been inactive for nearly five months (until the latest bill since I instructed the bank not to pay any longer). To add fuel to the fire; they have told me that because their record say that I did not instruct them to cancel the line, in spite of their engineer coming to disconnect and take away equipment from my home, I have to pay them. They are having a laugh! By implications Virgin are saying that their staff can never get it wrong. This is a very arrogant position to take as defies natural logic since; de facto, the nature of the human condition is that we are all capable of making errors.
I find it unbelievable that they treat customers in this way. I was a loyal customer of theirs for years and was only forced to change supplier when your services deteriorated well beyond what was reasonable to accept. I am further amazed that by handling this matter in the way you have done so far they appear not to be able to see the natural injustice of their action and the lack of good commonsense and customer care. Surely, it is not beyond the wit of their engineers and billing department to have notice that they were receiving payment for an inactive line. This strongly suggests a significant flay in their service delivery system and customer care relationship. The structure places all the odds in their favour. In some quarters, it could be called complicit with robbery. This smacks of corporate brute force VS the little man. I am not having it!
Any Ideas of how I can get these folks to see sense?
Still fuming, Gilroy
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