I’m having to move house with immediate effect because my father has been hospitalised and now needs round-the-clock care. My landlord, who is a private entity, has been compassionate enough to allow me to end my tenancy immediately without any charges. However a big organisation such as Virgin Media aren’t so accommodating. Obviously profits come before people…and that’s OK. What I don’t appreciate is the amount of time I’ve had to spend trying to end my contract early. It’s been very frustrating at a very stressful time for me personally. I wasted 2 hours on their WhatsApp chat, having to wait an average of 10 minutes for each interaction with an agent, asked the agent for a link to their formal complaints procedure and was told I needed to complain by post, eventually was given my termination fee. Now my final bill has arrived which isn’t the amount I was told it would be. During the WhatsApp chat session I had enough time to find the link to the complaints page on the website and duly informed the rep that I’d like to raise a complaint and outlined the reason in writing. He said he’d take of it and subsequently gave me a case number. Within minutes I’d received an email to advise me that the case was closed. Firstly the rep had incorrectly logged the reason for my complaint. Secondly the ‘And here’s what we agreed’ section said: Customer Experience > Agent or Technician Professionalism - Internal feedback provided. What does that even mean? Chasing up this information is more of a headache than it’s worth. I’m sure VM make it nigh on impossible to have a meaningful one-on-one conversation with anyone on purpose. After over a decade of our household being a VM customer I’m finally jumping ship for good based on my latest interaction. To be honest the connection is mediocre (maybe it’s just our set-up) but the fact that they have charged me pretty much the full amount for the rest of my contract doesn’t sit well with me. For this reason, I’m giving a generous 1-star rating solely based on my latest customer service experience. Poor show.