90 Days since Account Closed and Still no Credit Refund!
My Virgin Broadband had been relatively stable but with some drop outs over the 2 year contract. My main gripe was at the start of the Contract is was £38 a month and the moment the contract ended, it became £78 a month rising to £83 a month this year. I decided to switch and moved to the new provider. On the 10th March 2025 I received my last VM bill that stated I owed £0 but was £96.61 in Credit and this would be returned to me. After 3 phone calls, being re-routed and sometimes even call dropping out after waiting 40 mins in a queue I decided to use the Webchat feature. I spoke to 2 different people via the web and in the end, on both sessions, they stated they could not help and it would need to be escalated, by me but could not tell me who to. On the 3rd attempt, a very helpful person raised a complaint for me and said it would be resolved quickly and I should receive my £96.61 back in my account within 7 days. The complaint was dated 15th May 2025 and still nothing! I tried phoning the Ombudsman helpline but they will only assist when there has been no resolution 8 weeks after the complaint has been made! I knew that VM Customer Care was notoriously poor but I didn't think it would take over 90 days just to get back my Account Credit! Has anyone else experienced this? and what did you do next?
