- April 9, 2024
- Posted by: legaleseblogger
- Category: Related News
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## Concerns Over Excessive Payments Towards Communication Services
I am feeling quite upset about the amount he has been consistently paying for his communication services.
As his finance power of attorney, I am authorized to communicate on his behalf regarding financial matters.
He seems to be unclear about the specifics of his current subscription, which apparently includes a full package of phone, broadband, movies, sports, and Netflix.
Nevertheless, his essential requirements are limited to broadband, phone, TV, and Netflix.
Navigating through the complexities of his current provider, Virgin, has been a challenging task for both him and my mom.
Considering the urgency of the situation, my priority is to terminate his existing contract and switch him to a more cost-effective plan.
One potential solution to ease the financial burden could be requesting a reimbursement for the excess charges, although I remain skeptical about the likelihood of this happening.
Furthermore, I strongly urge the service provider to refrain from engaging in sales tactics that may confuse or mislead him in the future.
I would greatly appreciate any advice or insights from individuals who have encountered similar issues and successfully resolved them.
Your guidance and support are sincerely appreciated.
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****** just grabbed a
Wow, that’s steep. It sounds to me that his promotional price ended, which means he’s on a rolling contract now. Worth talking to them and finding that out first, then ask for retentions department to see what they can offer!
WTAF!!!! I would raise a complaint with Virgin and Ofcom based on his age and the context of him being taken advantage of as a vulnerable person!
That’s a disgraceful amount of money to be paying for what I presume are services he’s using very little of.
Vulnerable Customers is a real hot topic for regulators just now. I’d escalate straight to them
Ex Virgin sales rep.
This is exactly why I left, because within my sales team we were often encouraged to do things like this. I was reprimanded during COVID as they listened to my call and I didn’t push a sale on someone after they mentioned they had early onset Alzheimer’s.
I walked out on the spot. I then went to Vodafone who were sadly exactly the same.
It’s why I left the sales industry, as I moved to cars and they tried ripping off a retired veteran…
You have to complain, to both Virgin and then if they won’t help after your complaint the ombudsman. Do not let this lie, as I promise you from experience that this is a deliberate attempt to screw over a vulnerable person and you cannot let it lie.
This is awful.
1. Do not cancel DD.
2. Ring and open a complaint.
3. Log every conversation and actions acted.
4. Speak to Martin Lewis / Twitter / The Times Money
Good luck.
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Virgin media have exploited your Father, complain to ofcom and maybe reply to their twitter/X and call them a disgrace.
Make them pay.
Speak to virgin media about it (try and ask to speak to a manager higher up) and mention the age and being taken advantage of and that you are more than willing to contact Ofcom / news channels about it if it isn’t resolved. That should light a fire under their ass.
This is disgusting. I would be going full throttle on them, both on the phone and by letter. I’d level serious accusations of exploitation at them, and demand that they explain how they can be charging him so much.
I literally helped my 81 year old neighbour out with this 2 weeks ago when she came crying to the door that she’d been trying to deal with Virgin for months and they wouldn’t help her. She was paying £164/month for internet and TV that she wasn’t using.
I managed to deal with it eventually, but it took a week. Nobody would talk to us over the phone because she didn’t know her memorable word (never mind that she could give all other details including the DD date and the ££ amount of last payments). They would hang up on us when we didn’t have the memorable word.
After 3 attempts on the phone (waiting minimum 1hr each time before anyone answered), asking for managers, and getting hung up on, I tried the web chat. They still wouldn’t discuss the account but did offer to send a letter in the post with the memorable word, which was a small improvement. That took a week to receive though.
Once we had that we managed to get the account closed down the same day.
I’m just so glad the neighbour felt she could ask me. Honestly it made me so angry just during that 1 week, I can see why she was crying by the time she felt she needed to ask for help 🙁
Same problem with my 76 yr old mum. Found out she’s paying BT £94 a month just for phone and broadband. She refuses to switch to another supplier as in her head BT is the only phone company. I wonder how many pensioners are getting ripped off?
At that amount, I’d be speaking the newspapers about Virgin Media exploiting old and vulnerable people. Disgusting.
Virgin media are leeches that somehow get away with scummy practices.
Instead of rewarding their loyal customers, they bleed them dry UNLESS you threaten them with leaving and actually make complaints (absolute tucking waste of time) I hope as an Internet provider they will die off once these superfast fiber networks infrastructures proliferate.
Always threaten to leave, even if you have no intention
That’s awful and it’s scary to think how many old people are being taken advantage off in similar situations.
this isn’t hard to solve.
You call Virgin explain he’s a vulnerable person and change the package.
and you ask them for a refund and they’ll send you a form.
All service providers are scared shitless of getting caught ripping off old people.
On the off chance they fuck about a letter to ofcom has a procedure where the provider has to check how they sold that crap first.
secondly, check his other DD and STO by getting access to his bank account. The bank will help.
My mum was paying £120 for months. She’s been a customer for 26 years.
I spent well over an hour on the phone to retentions, 45 mins on hold, before they simply cut me off.
I wanted to get her into the new offer contract which is £32/mo for basic internet, TV and phone line although I was prepared to drop the land line as she never uses it. My back up plan was to cancel and switch to talk talk.
She called back and in then end got a £70/mo package as she wanted netflix…..
Absolute sharks
That is shocking and I’m really sorry that’s happened to him and you. Older people can really be taken advantage of – I’m pretty sure something similar happened to my grandad and BT.
What I would suggest first of all is doing some research to see what deals Virgin are publicly offering for the services that you require, and then get in touch with Virgin Media to discuss it with them. Moneysavingexpert might have some advice.
I would suspect that his services are just rolling on from a previous contract, so you should be able to agree a new deal without much resistance. Threatening to leave after shoddy treatment should also draw out a better deal.
OK don’t just close the direct debit as some have suggested. Chances are he’s received the emails about a lower price contract and no action has been taken.
It’s also likely there are no vulnerability flags on the account.
I’d start with registering the POA and any vulnerability he may have and ask to speak to someone who deals with vulnerable customer / POAs etc.
Ofcom and ombudsman services / CISAS won’t do anything at this stage.
Go through as many bills as you can to find out how long he’s been paying such a high price etc.
As a POA you need to make sure you’re managing the services he has / pays for so you’re likely going to need to go through everything else too.
Im sure you said to me that you mum and dad are moving out of the country to Spain didn’t you 😉. Because, the consumer rights act for tv, phone and broadband services states that a consumer has the right to cancel without any financial penalty if the service cannot be delivered at the new address.
I’m pretty sure Virgin Media don’t offer these services in Spain, so you will have the right to cancel by giving 30 days notice to terminate the contract without penalty.
Also, you do NOT have to provide any evidence of moving to a new country.
Make sure he’s not actually using the services first. If he is watching sports and movies don’t just get rid of it because you think it costs too much. It might actually be good value for them if they get enjoyment from it.
Is he in contract?What package of broadband is he paying for? How long has he been a customer? If hes not in contract phone them up and renew the contract. They dont want you to leave so they rise prices up alot. Mines currently £136. Also his broadband package is also a major factor
As you have POA, I’d contact virgin media and discuss it directly with them and ask them to reduce to an acceptable contract.
Ask for a breakdown of all the price increases and if there are any that have been post POA and part of Virgin approaching your father to change package, request the money be refunded as your father lacks capacity to agree the contract. You could also submit a subject access request to confirm the above if they don’t play ball.
Finally, complain with virgin and ofcom regarding a vulnerable adult.
Threaten to post online about it and write to the newspapers, and anywhere else.
Sounds silly but they wont wanna risk their rep.
I feel for you the OP. As much as we love our parents, it is fucking difficult when they get old and start doing daft shit.
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They’ve probably put him on some super deal, with everything included, for 12 months. At the anniversary of that it suddenly ramps up in cost.
go to twitter and shame them
They basically screw over existing customers. They say this deal is say £40 for xyz and you as an existing customer wants to reduce what you have and downgrade to xyz. They won’t offer you that £40 deal. They will charge you £120.
The prices in their website and adverts are only for new customers and it’s a massive con.
Had this issue with my mums account. They dropped the price a bit on chat when I basically called it a scam an a con(so it can be dropped in price!) but no, of the price is being advertised it needs to be available to anyone.
I’m glad I don’t have only Virgin where I live as I never want to go near them again.
Straight-up complaint needed here for misselling and taking advantage of vulnerable customers
You are getting a lot of very emotive answers here – entirely understandable – but I’m not sure you are actually getting good advice. You might be better off posting to r/LegalAdviceUK
He is getting netflix from Virgin? It’s a separate service that can be bought direct from Netflix – I’m guessing they’ve bundled it as part of a package and charge ridiculous amounts for it.
One tip: if you wish to downgrade your expensive package, they will first give you two month period before new package activates… but this is total rubbish. Just reply it makes them less competitive, pretend to leave and they will apply the new rate the day after! Scammers!