Virgin Media threatened bailiffs on me after I tried to cancel my contract – I panic every time my doorbell rings
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ASK ADELE Virgin Media threatened bailiffs on me after I tried to cancel my contract – I panic every time my doorbell rings
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Q. MY 18 month Virgin Media contract was due to end in April.
I called Virgin Media to set up a new contract in March, and was offered an 18 month deal.
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I signed up and was told that my direct debit would increase from £21.21 to £52 a month.
A few days later I had a change of heart and decided to cancel the contract.
I live on my own and only have my state pension for income, so I'm trying to cut back on unnecessary costs.
I knew I had a 14 day cooling off period so I called Virgin Media and was told I could go back to my original deal.
I was promised a refund of £75, which would be paid within eight days.
Ten days later I had still not received the money so I called Virgin Media again.
I was told there was no evidence that I had cancelled my contract.
This was a shock and I again cancelled the deal.
I had to return all of my Virgin Media equipment and was told I will not be charged.
But this month I have been sent three emails and a letter from Virgin Media to say that I had broken my contract and must pay a £39.39 fee.
Virgin Media said this will affect my credit score and bailiffs may come to my door.
I panic every time the doorbell rings in case it is the bailiffs.
Please help.
Irene McQuillan, Perivale.
A. I was sorry to hear of the worry this situation has caused you.
Anyone would feel anxious knowing that bailiffs could come to their door.
You are right that when you buy a broadband package you get a 14 day cooling off period.
This means that if you change your mind during that time, you can leave your contract without paying a fee.
I was keen to reassure you, so I contacted Virgin Media immediately.
Its team has reviewed your account and said there have been no billing errors.
You switched to another provider on April 11 and your Virgin Media contract expired on May 1.
You last made a payment in March so you owed £33.39 for April.
Virgin Media said that it has not engaged any debt collection agencies and its letter was to ask for the money you owe.
Due to the confusion and the small amount of money involved, Virgin Media has agreed to waive the payment as a gesture of goodwill.
Any marks on your credit file have also been removed.
I hope I've been able to put your mind at rest.
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