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Recent reviews

Ryan Rodriguez

Ryan Rodriguez

Rated 1 out of 5 stars

I used the online chat to enquire about terminating my contract as I was moving addresses. They told me that I would have to pay a £160 termination fee. Due to this I told them that I would no longer cancel and continue to pay the monthly contract. Shortly after this I got married and went travelling for several months for our honeymoon. I then returned to the UK to find numerous emails from Advantis Credit (a debt collection company) informing that owed £160.37 to Virgin. I was surprised to learn this and even more shocked that it had been referred to a debt collection company. I immediately logged onto my virgin account and saw that i had a balance of £200.37 to pay on my account. I still do not know why this had gone up from £160.37 (I'm assuming this was from additional late fees from while i was away). I paid the sum in full due to being concerned about further late fees being added. I do not understand why i was charged this sum of money despite me stating that I would continue to pay the contract. Furthermore I had no communications from Virgin about this fee and they were very quick to refer this to a debt collector. Im looking to get onto the property ladder and this could impact my credit score which could impact my eligibility for a mortgage. I cannot believe how far Virgin has escalated this without making basic attempts to make me aware. I have made numerous attempts to call Virgin to have some clarity on this matter however have been left on hold for 20-30 minutes each time before giving up. I then recieved a further call from Advantis Credit today whereby they asked me numerous intrusive questions and the call handler was very rude despite me explaining the situation and explaining that I had already paid Virgin. I most certainly will not be using Virgin services again and will advise any friends or family to avoid this company too. I will be making an official complaint to the Communications Ombudsman regarding this matter.