Cancelled my virgin volt package : I have cancelled Virgin but 02 say I can but don't

[RichW]

Hello,

Apologies my fist post being a problem, I've read through lots of posts but am not sure what i do best now.

I cancelled my virgin package in February on the day of installation [they wanted to drill holes to install multi room] and was told I need contact o2 myself which I have done and been doing since cancelation [they agreed on the call that I was able to terminate without a fee] . I am now at a point where I am being threatened with contacting credit and debt collection agencies. I have called again today to be told the same thing.

I am constantly told that I am awaiting line manager approval that never seems to happen.

Is anyone able to support with the best next steps? This is stressful and highly unfair in my opinion.

any help very much welcomed

thank you in advance

Rich

[gmarkj]

Did you sign up for the o2 sim via Virgin Media @RichW ?

If yes then Virgin need to pass you onto a different team to process the cancellation without charges.

See other examples of similar situations below:

https://community.o2.co.uk/t5/Volt/Cancellation-of-Volt-package/m-p/1607637#M825 

https://community.o2.co.uk/t5/Pay-Monthly/Cancelling-a-Volt-O-sim-as-a-result-of-Virgin-Media-Price-...