My mother has severe dementia and has had to move into a nursing home. I need to cancel her Virgin TV and phone as she no longer lives at the property. I have tried numerous times to contact Virgin by phone to carry out - what should be, a simple cancellation process. However, having spent the best part of an hour on calls (and emails to a Retentions team) I am told this cannot take place because, despite having power of attorney, I do not know a 5 digit password. Apparently, a letter will be sent to me about this - and if I don't like it I should read the data protection teams and conditions! Really? This is a very stressful time for my family - an elderly lady with dementia is not going to know a password! I work for the Financial Conduct Authority and have had a good deal of experience putting in place practices to help vulnerable customers and their families - surely Virgin Media can do this without insisting on a password? Can someone at Virgin Media please help me?
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