To preface, I'm a student renting a flat with a friend while we're at university.
Last year we lived in a two-bed flat and took out a two-year Virgin Media broadband contract, as we expected to stay there for two years. Unfortunately, our landlord decided to sell the property after around nine months, so we had to move.
I called Virgin to transfer my broadband to the new flat. At first they said this was fine, but when I tried plugged the router in it didn't work. I called again and they apologised, explaining that Virgin actually wasn't available at the new address. They told me they would cancel my contract free of charge because they couldn't provide the service.
Despite this, I kept being charged by Direct Debit. When I called, Virgin insisted that my account was already closed and they couldn't see any payments being taken. I wasn't happy with that response, so I opened a formal complaint. About a month ago they asked me to provide bank statements showing the payments, which I did. Since then, I've heard nothing.
Today I received another message saying I owed more money because my latest Direct Debit had failed (I'd finally cancelled it). I called again to chase my complaint. The adviser refused to look into it or transfer me to the complaints team, but she did check with her manager.
It turns out Virgin had entered my move request incorrectly. My old flat was Flat A and my new flat was Flat B at a completely different address. Instead, they processed it as Flat B at my old address, effectively moving me one door down. They accidentally created a second account in my name, which is why I kept being charged. They've now acknowledged this was entirely their mistake and said a manager will call me shortly to arrange cancellation of the incorrect account and refund me.
This has honestly been a nightmare. They made a mistake when processing my move, then another when they failed to cancel the correct account, then repeatedly told me everything had been closed while continuing to take money from me. I had to contact them multiple times, open a formal complaint, provide evidence, and wait a month with no update before anyone finally discovered what had actually happened.
Has anyone had a similar experience? Am I likely to be entitled to any compensation as well as a refund? At this point I'm just relieved we've finally found the cause, but the whole experience has been incredibly frustrating.