In September I changed my name by deed poll. I sent a copy of my deed poll to Virgin Media, for the name on my account to be updated.
They changed the name on my account, but sent me a "new" contract to sign digitally. As I saw no reason for a new contract, I did not sign it.
I then received notification of my next bill, and noticed they have charged me £20 to transfer my account to a new person. Some googling & searching this forum revealed they have processed my name change as transfer of ownership of the account, rather than following their "major name change" process which does not incur a fee.
After a 20 minute phone call a month ago, I was promised that the £20 would be credited to my account, as it had been charged in error. I have now had notification of my next bill, and it has still not been credited.
I have asked about this on Virgin Media's facebook page, and been told to ring customer services or use livechat. I am unable to ring at the moment, and when I try it tends to be peak times & I'm unable to get through. The live chat seems to be too busy too. Is there anyone from Virgin Media on here who can help?