I had been a loyal Virgin customer for 15 years however my TV box was clunky and the new one they sent me was unusable with my set up unless I paid £90 for an engineer to come and sort it out. When a leaflet from BT came through the door offering me fast broadband, a much better TV package and landline for nearly half what I was paying Virgin I decided to change providers. I contacted BT and decided to change providers. The person told me that I didn't need to contact Virgin to cancel, BT would do that for me. When Virgin contacted me a few days later saying they heard I was leaving and could they persuade me to stay, not unreasonably I assumed BT had been in touch with Virgin and there was nothing more I needed to do. A week or so later I had a further phonecall from Virgin again asking me to stay with them. The changeover happened in November and I had no complaints. Much to my surprise £70 was taken from my account by Virgin in December. I assumed it was an oversight and thought a telephone conversation would sort it out. I was eventually put through to someone in customer relations who claimed that because I had not contacted Virgin myself I was liable to pay the £70. I asked about the people who had rung me up and I was told they were merely agents and were not directly connected to Virgin. How they got wind of me wanting to cancel my Virgin package without Virgin knowing seems like an extraordinarily mendacious approach to take and of course as they were agents there were no recorded telephone calls to fall back on. I was told that as Virgin had a completely different internet system to BT, BT couldn't request the cancellation, the only part they were able to cancel was the telephone line. It was then agreed that the telephone rental part of my package would be deducted. from my bill as I was in no way liable to pay that. I asked if the money could be credited to my bank account but customer relations said that as I'd requested my account to be closed they would send me a cheque. It has never been sent. I was also told that I ought to take up the issue with BT as it was their employee who had misled me. I had requested paper bills from Virgin but I never received the December bill. I recently contacted BT about another matter and happened to mention in passing that I'd needed to pay Virgin an extra £70 because their advisor had told me that BT would cancel on my behalf. BT said they needed to see my final bill from Virgin in order to review my case. I had had no bills from Virgin since November so I telephoned them today. I requested they email me a final bill and they also put me through to accounts to find out what had happened to the cheque for the money they owed me. Accounts were unable to verify me through my name address and password. They had to have my account number and put the phone down on me while I was searching for it. I had a look at my final bill and found that I owed them £4.30. The bill was dated 16th February and conveniently was due today (8thMarch) I had not been sent it and had I not contacted Virgin I would be none the wiser. I rang Virgin again and was put through to an extremely unhelpful man. I was told that the £4.30 was due to the fact that I had only formally cancelled on 8th December. They needed 30 days notice and it meant that because I was billed from 2nd December to 2nd January there were a few days outstanding and that was why I was being billed. I asked about the money I was owed - would that not cover the £4.30 they had decided I owed them? The line fell silent and then he came back again to ask me if I was ready to pay. He then insinuated that my credit score would be affected if I refused to pay. These people are heartless - Virgin mustn't be doing too well if they resort to such cynical tactics. After the telephone call I had a further look at the previous bill which I'd also requested they email me. This bill makes no sense. Apparently I changed my package although I had no knowledge of doing so. Granted my telephone line rental was removed but "MixTV" was added at the same time - why would I have agreed to that when I said I was leaving and, horror of horrors there's a further bill for £57.60 from 3rd Jan-2nd February making Virgin's cancellation policy a whopping 60 days in total. What utter bullies. This is no way to run a company.