I gave notice to cancel my account on 19 April 2017. I am in credit of £50.10. On 3 June 2017, Virgin Media sent me an email stating they had received all my returned equipment. When I phoned to chase it and to request my final bill which had not been issued, I was informed that my check would be sent within 35 days.
It is now 35 days since my account has been cancelled and my credit check of £50.10 has not been returned to me.
There can be no good reason for this delay.
I tried webchat, but it stated everyone was busy and to try again later. I can find no email address to complain in writing. I want to make a written complaint so I have a paper trail for when I take it further and place my complaint with the Communications and Internet Services Adjudication Scheme [www.cisas.org.uk]. Which of course would take 8 weeks to sort, but at least I can claim compensation for the delay.
Thanks for the info Michael_JK. However, it is now the 5 July and I have received no refund.
Importantly, I sent and email on 23 June to the CEO. I received an email on 24 June stating the email had been received, the CEO was not available, but the email had been passed on to his team to sort and that I would be hearing from someone soon. This has not happened. I believe I will have to take up my issues with the Communications and Internet Services Adjudication Scheme as I have written enough emails and made enough phone calls showing I have been more than patient and still Virgin Media are refusing to refund me.
@Karen_A Please do not imply I have made a mistake - below is a copy of the "Sorry you're leaving" letter from VM. Near the bottom in bold it states I should receive my refund cheque within 35 days of disconnection date. It does not state your quote "The refund is processed after the 35th day has passed." I should have received this on 22 June.
"Hello, We're really sorry that you've decided to go. But when it comes to your services, we understand that there are lots of companies to choose from. If things don't work out, you're always welcome to come straight back. In the meantime, we'll do all we can to make sure your disconnection goes smoothly. Your disconnection date Your services will disconnect on the date you were advised. Returning your equipment It's quick and easy to return your Virgin Media bits and pieces - and it won't even cost you a penny. Once your services are disconnected, we'll send you a free postal returns kit. You just need to pop the equipment into the packaging provided - including any cables, remotes and smartcards - and drop it off at your local Collect+ store. You can find your nearest store at collectplus.co.uk. The reason we ask you to return your equipment is that, while you're with us, you rent your equipment, rather than own it. So if you don't return your equipment, within 30 days of your service disconnection, we'll have to charge you for it. Your final bill If you pay by Direct Debit, we'll cancel your Direct Debit as soon as you're disconnected and have paid your final bill. If you don't pay by Direct Debit, the quickest way to make a payment is with a credit or debit card - you can sign in to your account at virginmedia.com/myvirginmedia or call our dedicated payment service on 0800 064 3777. If your account is in credit, this will appear on your final bill and we'll send a cheque to your registered address within 35 days of your disconnection date. If you've been charged an early disconnection fee, this will appear on your final bill. If your next bill looks the same as usual, don't worry - your final bill from us will arrive after your disconnection date. As we bill in advance, your next bill will show charges billed beyond your disconnection date. You can watch a short video on how your final bill will work here. It's a good idea to keep hold of this email until your final bill arrives to help with any questions. Your telephone number If you've arranged to take your telephone number to a new provider, they'll be able to answer any queries you have about the switch. If we owe you anything, we'll get this refunded to you after the switch. Your email account If you're disconnecting your Virgin Broadband, your email account with us will close 90 days after your disconnection date. When this happens, you won't be able to use that email address to sign into your My Virgin Media account and you won't be able to access your email folders anymore. If you've got anything important stored there, don't forget to save it on your computer. Your Netflix account If you're disconnecting your Virgin TV service and you subscribe to Netflix, you won't be able to watch it through your TiVo® box anymore. You'll still be able to watch it on your other devices and you'll continue to be charged by Netflix directly. F-Secure SAFE - You'll continue to enjoy your F-Secure SAFE free trial and benefit from Virgin Media's discounted rate (£25 per year). If you're already paying for the service you'll continue to be billed directly through F-Secure. If you have any other questions, just head to virginmedia.com/help. Kind regards, The Virgin Media team DISC01 Help My Virgin Media Contact us Please do not reply to this email. -------------------------------------------------------------------- Save Paper - Do you really need to print this e-mail? Visit www.virginmedia.com for more information, and more fun. This email and any attachments are or may be confidential and legally privileged and are sent solely for the attention of the addressee(s). Virgin Media will never ask for account or financial information via email. If you are in receipt of a suspicious email, please report to www.virginmedia.com/netreport If you have received this email in error, please delete it from your system: its use, disclosure or copying is unauthorised. Statements and opinions expressed in this email may not represent those of Virgin Media. Any representations or commitments in this email are subject to contract. Registered office: Media House, Bartley Wood Business Park, Hook, Hampshire, RG27 9UP Registered in England and Wales with number 2591237"
My apologies, I didn't realise this is what was written on the letter, That needs to be addressed as the correspondence is incorrect. Thank you so much for bringing this to our attention. I believed it was an agent who had passed the information to you.
Can you possibly provide a screenshot of this for me, in a PM is fine. I will then feed this back to our teams for them to get this updated for future customer correspondence’s to be corrected.
I have just spoken to a representative at Virgin Media Customer Services who confirmed that our refund will arrive by cheque on either 25th or 26th January and our service was disconnected on 7th December 2017. After reading this post I have very little faith that the funds will arrive.
I questioned why in this day-and-age Virgin Media feel the need to issue cheques for refunds as opposed to direct payments by BACS or faster payment?? As a former Commercial Bank Manager I would imagine it is costing the bank thousands of pounds in bank charges, not to mention the cost to the company when funds do not arrive and complaints start to mount up including a substantial fee charged by the regulators for each complaint.
After remaining loyal to VM for over 20 years' we had no choice but to leave due to increasing costs. Technology, including the Smart TV, hasn't helped and with services such as Netflix and NowTV being so competitively priced, VM should be aiming to keep their long-standing customers as I am certain it will not end well.
I agree with everything you say, I too questioned the need for a cheque to be sent. I also left because they were overpriced. I was promised that there would be no more letters sent giving 35 days as date for refund along with £10 for my inconvenience when I finally received my refund a month after the 35 days. I did not believe they would alter the date on their future standard letters so reported them to the CISAS, their adjudicator. Apparently, CISAS have no teeth to force them to either give refunds within 35 days or change their standard letters to accurate refund number of days. However, if everyone complains to CISAS and VM CEO, it would have to change. Good luck with your refund. Keep hounding them and send an email to the CEO if your refund cheque goes by the deadline given.