ANOTHER email from Virgin Media lands in Pete Graham’s inbox, saying debt collectors could come knocking over a £116 unpaid bill.
But the 68-year-old pensioner from Bristol cancelled his contract months ago – and can’t understand why he keeps getting bills.
Pete lives with his wife, Suezane, and was locked in a spat with Virgin Media over his contract
Pete’s broadband contract was coming to an end in July.
He didn’t want to renew it, because the telecoms giant said his monthly payments would go up from £34 to £54.25.
Pete lives off his state pension with his 66-year-old wife, Suezane, who is also retired, and says money is tight – so couldn’t afford the increase.
After an hour on the phone with Virgin Media, the company agreed to cancel his contract but asked if it could call him back at some point to discuss new deals, which he agreed to.
Relieved he would now be able to hunt around for a better offer, Pete settled his final bill.
But he couldn’t believe it when he got an email in August from the company, telling him he owed £54.25.
After ringing up to complain, he was told that the contract wasn’t cancelled because he agreed to a callback.
“It got me angry,” he told HOAR.
“I allowed them to talk me into a call back from them, which never came anyway.
“As far as I was concerned, it had been cancelled.”
Virgin Media said it would sort out the billing error.
But Pete couldn’t believe it when he got another email in September, claiming he owed £116.
“The email said if I didn’t pay, my credit rating could be affected and debt collectors could be appointed,” Pete said.
“With the cost of living, the way it is I just cannot pay the money they want.
“All the savings I’ve built up are slowly going down because I can’t keep up with bills.
“I was wondering how I could afford a solicitor – I was worried I would have to go to court and the cost of it all.”
After HOAR contacted Virgin Media to investigate the issue, Pete’s debt has been wiped, and he was awarded £54 in compensation too.
A spokesperson said: “We’ve apologised to Mr Graham for the difficulties he experienced closing his account.
“We’ve now closed the account, wiped all debt, and the customer is happy the matter is resolved.”
Your rights if you’ve been overpaying
Rules in place – called the Statute of Limitations in England – state that consumers have six years to put in a claim to get their money back if they have been overcharged.
But you should get in touch by writing a letter to dispute your bill, Citizens Advice said.
Include important information like your account number and address and evidence you have been paying more than you should be.
Consumer champion Martyn James previously told HOAR you can go through your bank to get your money back if you’re struggling to get it through the company.
“If you are being charged for an old contract you cancelled – or anything else in error – go through your bank and ask them to recall the money,” he said.
“If too much time has passed, then the business should be refunding you in full with interest if it can’t prove you authorised the payments.”
One customer was double-charged on his Sky bill for 13 years and overpaid by £7,300 – we helped him get his money back.
Another reader was threatened with bailiffs by Scottish Power over a £13,900 debt that wasn’t hers.
