shal i go with this? what the liklihood of a reply and the matter being closed after 14 days? thankyou for you help. really apprecaite it. been sorting this all day sice first thing this morning.

If you wish go with what has been posted, personally I would remove all reference to a mortgage application.

Do not use comments such as those made in regard to the CEO and common sense.

Type it up again in your own words, so it does not appear to be a template letter and post it up again so others can comment.

Dear Mr Mocekeridge

Please consider this communication as a formal complaint which, despite numerous telephone calls to your expensive 0845 number could not be resolved.

I had a Virgin Media account for tv phone and broadband which i duly cancelled by post and phone in April 2013 giving my 30 days notice as my contract was ending on the 233 May 2013.

Following the 30 days notice period, on 23 May 2013, I subscribed to a Sky telephone, broadband and TV package which is still active.

For some administrative problems I had not been receiving my bank statements for a long time and therefore never realised that you completely ignored my cancellation to your services and kept on charging me via direct debit.

Since my cancellation I have not received any more bills (electronic or postal) from you and assumed that indeed your services and related charges had been terminated.

Your employee Adam from the complaints department advised me that a monthly bill was sent to my email address.

Needless to say this statement is inaccurate and could be easily proved by a Subject access request under the Data Protection Act 2008.

I have also been informed that, accordingly to your record, you have indeed received my cancellation in May 2013 but only for the telephone service and not for the broadband and TV.

Common sense should prevail at this point: why would I cancel only the telephone service knowing that I was signing up to all three services with your competitor Sky?

I have recovered the money you have been collecting from my account using the direct debit guarantee by contacting my bank and therefore my request is not for a refund.

I demand confirmation that this matter is closed and Virgin Media will not contact me requesting undue payments.

Any attempt to place a default on my credit record and/or instruct a debt collection agency will be vigorously opposed by all means.

Should you decide to pursue this matter further in your favour, I will have no other option than file a court claim to recover all my losses.

I trust that at least you as CEO of Virgin Media will understand that this is an absurd situation and needs to be resolved as a matter of urgency.

Should I not receive any response from you in the next 14 calendar days I will consider this matter resolved.

Regards

[your name]

Is this ok to email? Anything else i need to add? I have removed all reference to a mortgage which i am still worrying greatly about. I also have a sky bill that starts on the 23 may 2013 as proof. Just hopw this gets sorted soon in my favour without any credit impact.

All of a sudden i have been emailed this advert today!

Hi,

Your new Value Statement shows just how much brilliant value you got from your services between May and July. And that's on top of all the inclusives you get as part of your package. Like no charge for repairs or call-outs, Virgin TV Anywhere and online protection for the whole family with our award-winning F-Secure SAFE and Web Safe security. Find out more at virginmedia.com/inclusiveextras.

i have never got these since the termination of my contract - not even junk mail from them!!!. How is this that they are now sending me this? Feeling absolutely furious!!!!

Dear Mr Mocekeridge

Please consider this communication as a formal complaint which, despite numerous telephone calls to your expensive 0845 number could not be resolved.

 

I had a Virgin Media account for tv phone and broadband which i duly cancelled by post and phone in April 2013 giving my 30 days notice as my contract was ending on the 233 May 2013.

Following the 30 days notice period, on 23 May 2013, I subscribed to a Sky telephone, broadband and TV package which is still active.

 

For some administrative problems I had not been receiving my bank statements for a long time and therefore never realised that you completely ignored my cancellation to your services and kept on charging me via direct debit.

 

Since my cancellation I have not received any more bills (electronic or postal) from you and assumed that indeed your services and related charges had been terminated.

 

Your employee Adam from the complaints department advised me that a monthly bill was sent to my email address.

 

Needless to say this statement is inaccurate and could be easily proved by a Subject access request under the Data Protection Act 2008.

 

I have also been informed that, accordingly to your record, you have indeed received my cancellation in May 2013 but only for the telephone service and not for the broadband and TV.

 

Common sense should prevail at this point: why would I cancel only the telephone service knowing that I was signing up to all three services with your competitor Sky?

 

I have recovered the money you have been collecting from my account using the direct debit guarantee by contacting my bank and therefore my request is not for a refund.

 

I demand confirmation that this matter is closed and Virgin Media will not contact me requesting undue payments.

 

Any attempt to place a default on my credit record and/or instruct a debt collection agency will be vigorously opposed by all means.

 

Should you decide to pursue this matter further in your favour, I will have no other option than file a court claim to recover all my losses.

 

I trust that at least you as CEO of Virgin Media will understand that this is an absurd situation and needs to be resolved as a matter of urgency.

 

Should I not receive any response from you in the next 14 calendar days I will consider this matter resolved.

 

Regards

 

[your name]

Good to go, if e-mailing follow up with a letter by post and get it signed for.

Please let us know what happens.

ok just about to email and will definatly keep u all updated. Right now im just fuming from the VM email theyve sent all of a sudden!!! Feel extremley anger and think what a cheek!

should i send it to the ceo vm address in terms of posting or the complaints department?

i am sending to ceo by email as we speak.

ok just about to email and will definatly keep u all updated. Right now im just fuming from the VM email theyve sent all of a sudden!!! Feel extremley anger and think what a cheek!

should i send it to the ceo vm address in terms of posting or the complaints department?

i am sending to ceo by email as we speak.

I would ignore customer (dis) service and complaints department keep it right at thee top!!

i believe this is the address so will send it recorded delivery on Monday. Email sent.

Media House, Bartley Wood Business Park, Hook, Hampshire, RG27 9UP

What do you think about them all of a sudden sending that advert/bill type email?

i believe this is the address so will send it recorded delivery on Monday. Email sent.

Media House, Bartley Wood Business Park, Hook, Hampshire, RG27 9UP

What do you think about them all of a sudden sending that advert/bill type email?

That's the one I would use.

Let's just say one hand knows not what the other is doing.

I have received this just now which i believe is a standard auto reply:-

We would like to thank you for taking the time to contact us today.

We are very sorry to hear that you are unhappy and we will endeavour to resolve your issues as soon as possible.

Tom is currently not available to deal with your complaint personally; however we have passed your email onto a member of his team, and they will be in touch with you as soon as possible in order to assist you with your queries.

We look forward to discussing this matter with you in the future.

On behalf of Tom Mockridge.

I have received this just now which i believe is a standard auto reply:-

 

We would like to thank you for taking the time to contact us today.

 

 

 

We are very sorry to hear that you are unhappy and we will endeavour to resolve your issues as soon as possible.

 

 

 

Tom is currently not available to deal with your complaint personally; however we have passed your email onto a member of his team, and they will be in touch with you as soon as possible in order to assist you with your queries.

 

 

 

We look forward to discussing this matter with you in the future.

 

 

 

On behalf of Tom Mockridge.[/quote

 

 

That's good, lets see what comes up!

All of a sudden i have been emailed this advert today!

Hi,

Your new Value Statement shows just how much brilliant value you got from your services between May and July. And that's on top of all the inclusives you get as part of your package. Like no charge for repairs or call-outs, Virgin TV Anywhere and online protection for the whole family with our award-winning F-Secure SAFE and Web Safe security. Find out more at virginmedia.com/inclusiveextras.

 

i have never got these since the termination of my contract - not even junk mail from them!!!. How is this that they are now sending me this? Feeling absolutely furious!!!!

For info, I think the "Value statement" email is something new they have introduced - I received one for the first time 2 days ago on the 15th. This is in addition to my normal monthly billing email which I received the day before on the 14th.

thanks but i did even get 'junk' emails from virgin - not since end of contract so im suspicious why all of a sudden i have this 'value statement'. thanks

thanks but i did even get 'junk' emails from virgin - not since end of contract so im suspicious why all of a sudden i have this 'value statement'. thanks

I don't blame you for being suspicious 2 years no contact and now they find out you have been paying for absolutely no service for all this time, seems to me like they are trying to justify charging you.

Yes extremly suspicious and really wound me up after no contact all this time. Recieved this today which again i believe is a standard email. lets see what the next 24 hours brings. thanks all so much

Thank you for your email regarding your complaint.

Firstly please allow me to introduce myself, my name is Megan, and I

work in the Chief Executive Office on behalf of our CEO and Executive

Directors at Virgin Media. My role is to ensure the appropriate

resolution is reached for any complaints they receive.

I have assigned your case to one of our specialist complaint agents who

will assume full accountability to ensure your complaint is resolved

quickly and to your satisfaction. They will be in touch within the next

24 hours.

Whilst we do aim to resolve all issues as quickly as possible and usually within 5 days, the agent dealing with your case may be required

to investigate your issue further. If you'd like to speak to us while we

are handling your complaint then please don't hesitate to call us on

0800 052 1569 quoting your reference number provided at the top of this

email.

I would like to take this opportunity to say how sorry I am you have had

cause to complain, however I can assure you we will do our utmost to

resolve this to your satisfaction.

Yours sincerely,

Megan Miller |CEO Case Manager, Virgin Media

Yes extremly suspicious and really wound me up after no contact all this time. Recieved this today which again i believe is a standard email. lets see what the next 24 hours brings. thanks all so much

 

Thank you for your email regarding your complaint.

 

Firstly please allow me to introduce myself, my name is Megan, and I

work in the Chief Executive Office on behalf of our CEO and Executive

Directors at Virgin Media. My role is to ensure the appropriate

resolution is reached for any complaints they receive.

 

I have assigned your case to one of our specialist complaint agents who

will assume full accountability to ensure your complaint is resolved

quickly and to your satisfaction. They will be in touch within the next

24 hours.

 

Whilst we do aim to resolve all issues as quickly as possible and usually within 5 days, the agent dealing with your case may be required

to investigate your issue further. If you'd like to speak to us while we

are handling your complaint then please don't hesitate to call us on

0800 052 1569 quoting your reference number provided at the top of this

email.

 

 

 

I would like to take this opportunity to say how sorry I am you have had

cause to complain, however I can assure you we will do our utmost to

resolve this to your satisfaction.

 

Yours sincerely,

 

 

 

Megan Miller |CEO Case Manager, Virgin Media

A reasonable response I think, this approach has been fruitful in the past.

Let Ms Miller and her colleague investigate and respond

so the headache starts again today. The above email said someone would be in touch 'in the next 24 hours' but noone did...till this mornings post. here is what i have recieved:-

firstly a bill. bill date 21 october 2014. total bill is £830.71. There is a breakdown underneath is as follows:-

20 oct indemnity claim £46.65

20 oct indemnity claim £46.65

20 oct indemnity claim £69.07

20 oct indemnity claim £32.64

20 oct indemnity claim £46.65

20 oct indemnity claim £46.65

20 oct indemnity claim £46.65

20 oct indemnity claim £46.65

20 oct indemnity claim £49.90

20 oct indemnity claim £49.90

20 oct indemnity claim £49.90

20 oct indemnity claim £49.90

20 oct indemnity claim £49.90

20 oct indemnity claim £49.90

20 oct indemnity claim £49.90

20 oct indemnity claim £49.90

20 oct indemnity claim £49.90

total payment £780.81

owed from last bill £830.71

your package - tv size l broadband l bundle charges total £49.90

in another envelope i have the following letter:-

23 october 2014

Hello ......

Thankyou for the email that you sent tp us in the CEO team on the 17th October 2014 regarding the cancellation of your virgin media account. I would have preferred t speak to you so i did try to call you on the 20th, 21st amd 23rd october 2014 using the mobile number ending in ####. (i dont use this phone anymore and would not have wanted to speak to them on the phone)As there was no answer each time I wasnt able to let you know that we were reviewing your case. Please accept my apologies for the delay in response.

I do appreciate your disappointment that having cancelled your virgin media account as far as you were concerned you've continued to be charged for our services, and i do understand how this has affected you personally and financially.

By looking at your virgin media account notes and complaint email i can see that you've already contacted us about this situation using web chat on the 16th October 2014. I can confirm what my colleague #### found by checking through earlier notes ; namely that we exported your virgin media telephone number over to sky on the 25th may 2013 and there was no request to cancel any other services.

You also mentioned in your email that #### told you we'd been sending monthly bills to your email address of ######. What we have been doing is sending you email notifications that your new ebills are ready to view through My Virgin Media. Here are the details of the last 12 months of notifications as ebilling is still active on your Virgin Media account.

statement date email date and time

21/11/2013 22/11/2013 3.01 am

19/12/2013 20/12/2013 3.33 am

21/01/14 21/01/2014 10.33 pm

20/02/14 20/02/2014 6.12 pm

20/03/14 02/04/2014 2.57 pm

23/04/14 24/04/2014 7.12 am

22/05/14 22/05/2014 6.49 pm

19/06/14 20/06/2014 4.47 am

21/07/14 22/07/2014 2.11 am

21/08/14 22/08/2014 1.07 am

19/09/14 20/09/2014 1.59 am

21/10/14 22/10/14 5.26 am

During your web chat conversation, ###raised a disconnection order for your virgin media, who9ch by taking the standard 30 days notice fromt hat date will complete on the 15 november 2014.

i can see from your virgin media account notes that you put in an indemnity claim with you bank for £830.71 on the 20th October 2014 under the direct debit guarentee scheme. this scheme does refund incorrect direct debits draws but i need to tell you that you've been charged correctly for your monthly services according to your virgin media account notes so these payments were correctly drawn and remain payable to us. As a goodwill gesture for your experience though, i have added a credit of £49.90 for the final months service charge up to the 15 november 2014.

If you want to confirm the notes that were added to your virign media account then you would need to make a Data Subject Access Request (DSAR)

This request would need to be made in writing, enclosing a £10 cheque payable to:

Virgin media payments

chief executives office

virgin media

po box 238

manchester

m22 owj

Im really very sorry about your whole experienec so i hope i've been able to detail my findings and fully address the concerns raised in your correspondance. I would like to think you my consider returning to us as a customer in the future.

If you do still need to speak to me about this issue then please contact me directly by telephone to discuss your complaint. My number is ......i am available weekdays between hours of 9-6.

kind regards

#######

virgin complaints

so thats the 2 letters i have received. dont know what to do now. very afraid of them putting a default on my account as my mortgage proceedings are starting and i have excellent credit. i have not ever recieved the notifications by email but again have recently in the last few days recieved some junk mail that came directly in my inbox on my email from virgin and virgin junk mail in the post! having not recieved anything this whole time!!! also i do not knwo why the bill amouts changed as im far as im concerned this account was finished in may 2013.

need your help please. tjanks guys

This is common with Virgin Media I'm afraid, not recording " cancellation requests and continuing to claim payment for a service that has not been used.

I can understand your feeling about them placing a default and your proposed mortgage application.

One would reasonable think that as you were reclaiming the payments under the DD guarantee that VM would have realised something was amiss, does this amount to negligence/ mismanagement of your account I'm not sure.

The evidence is clear that you did Not at anytime after you genuinely believed the services were cancelled, that you did not avail yourself of any VM services.

How far into your mortgage app are you?

Keep a close eye on your credit files.

I would make the subject access request the DPA allows 40 days for compliance.

what do you think my chances are?

my mortgage stuff has just started but iv worked really hard to get good credit history and have previosuly lost a house for a default in a shared house . finally all my credit is clear.

i only claimed the indemnity on last week when i started all this....

yes i have not used ANY of their services. i use sky internet sky tv. dont even have a virgin box.

Virgin media registers defaults with credit rating agencies, so be careful with this one.

Given that you are applying for a mortgage, it may be worth paying the bill in order to avoid any risk of a default. You could then try to claim the money back (including bringing a claim against virgin through the court system if necessary).

Virgin media registers defaults with credit rating agencies, so be careful with this one.

 

 

 

Given that you are applying for a mortgage, it may be worth paying the bill in order to avoid any risk of a default. You could then try to claim the money back (including bringing a claim against virgin through the court system if necessary).

I agree with this.

Unfortunately you will be better paying and claim the money in a county court than lose another house.

Write to VM ceo again and tell him that you will make payment under duress because of your situation.

Explain it in details and ask for a refund.

If they don't give it to you, don't go to the adjudicator (waste of time) and start a cc claim.

Or, pay them by cc and once you get the mortgage do a chargeback.

Then they will have to come after you.

what do you think my chances are?

 

my mortgage stuff has just started but iv worked really hard to get good credit history and have previosuly lost a house for a default in a shared house . finally all my credit is clear.

 

i only claimed the indemnity on last week when i started all this....

 

yes i have not used ANY of their services. i use sky internet sky tv. dont even have a virgin box.[/quote

 

 

Personally I don't think VM have got a leg to stand on here.

 

 

I think I would get back to Ms Miller and say it is patently obvious the services were not used during the period after you cancelled the contract.

 

 

You could ask outright ( I would) if VM is going to default the account and report to the CRAs, which would be unreasonable and unfair.

 

 

Without a box one wonders how they can justify even part of the costs.

 

 

The decision on what to do is entirely yours of course, get the mortgage process going forward as quickly as possible if you can.

i would like to reply to them. i am not aware even why they bill is of different amounts in the bill amounts. i would like to try one more time before paying them and trying to claim back. can i get some help with the letter?

i dont want them to chase me. i just want to make sure the account is in dispute and that they dont defaut it. why do u think the adjudicator is a waste of time? hate court stuff

In order to be able to move forward I think you need to establish the priority here so a quick question.....

Which is more important to you:-

A) Getting involved in what might be protracted correspondence with Virgin and more than likely get a default?

Or

B) Ensuring your credit file stays clean so that you can get your mortgage without problems and issues?