4 months waiting for a REFUND/CREDIT! Lies after lies...
Hello,
I have been waiting on a refund/credit to be sent to me for several months. My account was in £300+ credit, and i asked for it to be sent to me. This was in August 2025. I waited the allocated 14 working days, and was told a cheque would be sent, nothing arrived. I then chased this up again, and was strangely told no cheque was submitted to be sent to me, lies, and it would be raised again.
So i waited for a 2nd time, 3 weeks later, nothing arrived, so had to contact again, I was then told an issue with sending cheques, so it wasn't raised, so they said they would raise it again, for a 3rd time. So again, I wait weeks and weeks. Surprisingly, no cheque. I then contacted virgin media again, adamant a manager rang me, just as a i did the last few times, but no one ever did, even though i gave them my phone number, they apparently rang me, but they never did, more lies. To my amazement, a manager did ring me, all apologetic, PROMISED ME that the cheque was sent and would PERSONALLY oversee the situation until I got the cheque, surprise... never got the cheque, never heard from anyone again. I got really mad, i rang the customer service telephone line, adamant i speak to complaints manager, the person on the call was apologetic, and seemed quite helpful, but at this point, i trusted no one at virgin media, after months of waiting, and initially being told that a bank transfer was NOT possible, and waiting months for a cheque that's never been sent, she advised a bank transfer WOULD be made within 10 to 15 working days.
As things stand, i am on the 12th working day (as of 05/11/2025), i contacted (via phone) on the 21/10/2025, and was told, promised, it would definitely be in my bank within 15 working days, and even was told its usually within 10 working days, well its passed that, so not true. As I've usually waited and then been let down, on 5 occasions already, TODAY, on the 05/11/2025, i contacted virgin media customer services, again! to make sure that I am going to receive the money in my bank in the next few days. Surprise to hear, and i quote
"I'm really sorry — bank transfers are currently not possible due to a technical issue on Virgin Media's side, which has temporarily halted bank processing. I assure you that a cheque has been arranged and will be delivered to you as soon as possible. We sincerely apologize for the inconvenience this has caused and the last 10 manual payment cannot be refunded."
SERIOUSLY???
I have had enough of all the lies, all the waiting, more lies. It's honestly disgusting. I wouldn't mind, i got the credit due to being illegally charged from my bank from what it was stated on my contract, I went through a lot of trouble, I have been with virgin media over 7 - 8 years now, I even renewed my contract this year, because i trusted what i was told. Yet here i am, several months later, still being lied too.
Do you know what else annoys me, the stress and being lied to for waiting, for months. Is really frustrating. I had a heart attack 8 weeks ago, that i am still suffering from and recovering from, and having to deal with all the lies and lies whilst doing so, its disgusting.
I have got a latest complaints reference, but not sure if to put it on here or not? I've got chats from WhatsApp that I've had since august, i also recorded the last call i had promising the bank transfer, i also have a reference number i was given from them too. Stressed beyond belief.
Please can someone from virgin media chase this up for me, as I'm exhausted of being lied too. I gave it 1 change, now I've been gullible to give 5 chances and still being lied too, so i want it resolved now.
Thanks
Matt
