Virgin Media customers say they 'give up' after facing costly contract charges
dailyrecord.co.ukVirgin Media customers have slammed the telecoms company and say they have 'given up' after facing difficulties when trying to cancel contracts.Disgruntled consumers have complained that it's too difficult to contact the company in the first place, with some claiming they were cut off after trying for days on end.Some people have been keen to abandon their contracts after prices surged by as much as 50% at the end of broadband deals - but claim to have struggled to do so, Birmingham Live reports.
Joe Stafford told the Guardian newspaper before Christmas: “I initially tried to use their web chat service, but after leaving it open all day for two consecutive days, I gave up. "I then spent hours on hold to their helpline which is permanently ‘exceptionally busy’, and was cut off four times when I got to speak to somebody.” He was charged a £49 early exit fee and claims his call to customer services was cut off again after a two-hour wait.Another annoyed customer claimed it took 40 days to cancel his £77.50-per-month contract - instead of the 30 days it was supposed to take.
He told the paper: "The call centre agent first tried to sell me another package. When I declined I was put on hold and after an hour’s wait the call disconnected. "I tried their Live Chat which is manned by a chatbot and got cut off after waiting 83 minutes for an agent.
I then sent a registered letter to cancel.” A spokesperson for the company has spoken out over the complaints, with a rep from the telecoms firm saying: “We are committed to giving [customers] clear options should they wish to leave. "Complaint rates relating to ‘difficulties leaving’ have halved over the past year, showing the progress we’re making, and a recent Ofcom report showed
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