Background
Virgin Media customer Darren Franklin had a frustrating experience after being chased for £238 in fees for a phone sim and broadband that didn't work. He had purchased a Volt package from Virgin Media O2 in 2022, hoping for a cheaper sim card and faster broadband. However, he faced numerous issues and battled with the company for over a year to exit his contract.
Sim Card and Broadband Problems
Despite paying £95 a month for the new Virgin Volt package, Darren discovered that his sim card wasn't working and he had never been set up on faster broadband. Virgin Media O2 eventually acknowledged the issues but couldn't explain why the sim card didn't work. Frustrated, Darren cancelled his contract since he wasn't receiving any service. However, he missed the window for free cancellation and was hit with early cancellation fees of £238.99.
Debt Collection and Stress
Because he refused to pay for services he never received, Darren's debt was passed to a collection agency, and he was threatened with a County Court Judgement (CCJ). The situation caused him and his wife significant stress, even leading his wife to fear opening the door when home alone. A CCJ can have severe consequences for one's credit score and could result in bailiffs visiting the home.
Solution and Apology
After enduring this "nightmare" for a year, Darren sought help from HOAR's Squeeze Team. When they contacted Virgin Media O2 on his behalf, the company apologized for the issues and waived the £238.99 fees. They also offered £136.44 as a gesture of goodwill, which Darren accepted.
What to Do in a Similar Situation
If you find yourself in a similar situation, there are steps you can take to seek compensation. First, contact your provider's customer service department and explain the problem. If that doesn't resolve the issue, make a formal complaint to the company. Keep a record of any correspondence for evidence. You can also complain via social media or reach out to HOAR's Squeeze Team for assistance.
Remember, it's important to stand up for your rights and make companies aware of any problems you encounter.
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