Dear Sir/Madam,

I have recently moved into a property with a previous Virgin Media connection. I rang Virgin Media on 12/7/10 to arrange to open an account and to receive the media box at my work address between 10am-6pm on 14/7/10. I was told that the delivery company delivered between 9am-7pm but that they would make a note on my account and make sure that it arrived within my office hours. The box was not delivered and when I called to see what had happened I was informed that the delivery company had tried to deliver at 7.15pm. I then rearranged the delivery for the 15/7/10. I asked Virgin Media to call the delivery company to make sure that the delivery would be made that day and the person that I spoke to refused to assist me. He told me that it was my responsibility once the box had left the depot in New Cross. He then said that I should go to New Cross to collect the box myself. I work a fulltime job and do not know why I am expected to take time off and travel across London to collect the media box. This is ludicrous and quite frankly an insult.

Again the box did not arrive. I called again on 16/7/10 and was told that the delivery company had tried to deliver to my work address at 8.30pm the night before. When I said that I was originally told that deliveries were not made after 7pm I was then informed that the company can deliver up until 10pm and that I should stay at the property and wait. Am I really expected to wait at my office until 10pm on the off chance that the box may arrive? I do not even live in London, which you can see from my account details. Do you really expect a young woman to travel through London late at night?

As a result of Virgin Media’s incompetence and unwillingness to help I cancelled the order. I was told that the original £49 that I had paid would be refunded immediately. I checked my credit card balance the following week and no payment had been made. I called Virgin Media and was told that they had forgotten to refund the money to me. Since then I have received the £49 and thought that would be then end of a horrible and upsetting relationship with your company.

But no! On 26/7/10 I received an invoice dated 22/7/10 for the total amount of £50.48. Apparently this invoice is for my service charges and partial months services between 19 July-15 August. How is this possible when I have cancelled my account and have not received the media box? How am I able to use this service? The letter states that this amount will be deducted on 10/8/10. I called customer services yesterday and the lady told me that she had cancelled the account. I do not know whether to believe this as I have already been told that my account has been cancelled.

I am extremely upset by how I have been treated by Virgin Media customer services. The level of service is worse than poor. The customer service dept have been rude, unhelpful and unwillingly to take any responsibility. I fail to see how I, the customer, should be held responsible for the box before it has been received by me.

I would like to know how you plan to rectify this situation. I look forward to hearing from you as soon as possible.

Tabitha