Trouble cancelling Virgin Media Contract

[cobra29]

Morning All,

Please could someone help me sort this out for my Niece?

2 years a go, she cancelled the Virgin Media contract for home phone and tv she had taken out at her student accomodation. The contract was due to expire, she gave the neccesary notice and has written confirmation from Virgin that it was all done and dusted.

Despite that, Virgin media continued to take 3 lots of monthly payments from her account via ddr. As soon as she realised this, she cancelled the ddr and asked numerous times for Virgin media to refund the money - yes you guessed it - no refunds were made!

She approached her bank who advised that as the payments were no due, she could claim them back via the ddr guarantee, which she did.

Since then she has been harrassed by numerous DCAs each time she explains the situation, they back off but then another DCA comes calling.

This has gone on for 2 years and she is very stressed out about it.

I have written to Virgin Media on 3 occassions recently asking them to explain what is going on but they have failed to reply on all 3 occassions.

How can I move this forward and if as I suspect, my Niece owes them nothing yet they have passed her details to numerous DCAs who have harrassed her for 2 years while she has been studying for her degree, how do I go about getting them to compensate her?

Many many thanks for your help

Regards
Kevin

[leclerc]

Re: Trouble cancelling Virgin Media Contract

Before I suggest an approach that I know will work. Did she pay off the final bill and have confirmation that it was paid? Did the DD guarantee scheme take set amounts or was one of them reclaimed via that route the final months bill?

[cobra29]

Re: Trouble cancelling Virgin Media Contract

Hi Alsation

Thanks for your reply.

She does not have confirmation that the final bill was paid as such. However the letter she has states that the final payment will be taken in oct (2009) which she paid but they continued to take monthly payments after that.

As I said, I have asked Virgin to confirm what is owing or not but they have not replied to 3 letters asking for this.

I am suspicious that they have realised their error and are ignoring us in the hope that we will just go away.

Thanks

[leclerc]

Re: Trouble cancelling Virgin Media Contract

Were the monthly payments afterwards for the same amount?

[cobra29]

Re: Trouble cancelling Virgin Media Contract

Yes they were.

[leclerc]

Re: Trouble cancelling Virgin Media Contract

Ok, you need to scan on confirmation that the bill was cancelled, the date and amount of the last payment, the address where the bill was sent to and her details.
Email the CEO of the company and state all the details and state that the account keeps being sent to a debt collection agent and you keep having to show them proof that there is no debt.
Tell them that you assume it is an error at their end but if not then please can they confirm in writing to your niece at her address.

CEO email addy is this: neil.berkett@virginmedia.co.uk

What should happen is their executive team will look into this and hopefully resolve this or explain why it did not happen.
Tell us how you get on...

[cobra29]

Re: Trouble cancelling Virgin Media Contract

Thanks, I'll give a go and let you know how I get on.