WF
Wayne F
1 reviews | Active since Dec 2011
01 Feb 2020, 09:45
Slow customer service response to cancellation
My son has recently turned 18 and his contract (vitality) ended yesterday.We called the Virgin Active call centre to inform them that we will not renew and do not want the contract to roll over to month to month. They told us to send an email to *** We sent the email to them but 24 hours later they responded that they have high volumes of queries and will get back to us. We are now past the contract end and with no response they have probably rolled it over to month to month. I am not happy to pay the month to month since I have informed them that we will not renew!!
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Wayne F's updateReviewer Update
04 Feb 2020, 14:11So I have just got off the phone with Virgin after countless emails that just elicit a response of "we have high volumes blah blah blah". They have no record of my phone call. Whoever processed the cancellation on the phone made no notes etc. The call centre consultant has indicated that the procedure is to do cancellations over the phone and not via *** and she then processed the cancellation over the phone. She is investigating the "non exitant" phone call. Anyways now my sons contract is on month to month at an exorbitant rate, my debit order has come off and I am being told that the contract that expired on 31 January 2020 will now be cancelled in 20 business days around 3 March 2020 and will mean another debit order on 1st March and they will refund pro rata to 3rd March 2020. I am so miffed by this that I proceded to cancel two further contracts I have with VA. I will also encourage all friends and family to do so and discourage all I know to not take contracts with VA.
WF
Wayne F's update04 Feb 2020, 14:11
Reviewer Update
So I have just got off the phone with Virgin after countless emails that just elicit a response of "we have high volumes blah blah blah". They have no record of my phone call. Whoever processed the cancellation on the phone made no notes etc. The call centre consultant has indicated that the procedure is to do cancellations over the phone and not via *** and she then processed the cancellation over the phone. She is investigating the "non exitant" phone call. Anyways now my sons contract is on month to month at an exorbitant rate, my debit order has come off and I am being told that the contract that expired on 31 January 2020 will now be cancelled in 20 business days around 3 March 2020 and will mean another debit order on 1st March and they will refund pro rata to 3rd March 2020. I am so miffed by this that I proceded to cancel two further contracts I have with VA. I will also encourage all friends and family to do so and discourage all I know to not take contracts with VA.