Forum Discussion

RonnyMorts's avatar
RonnyMorts
Tuning in
2 months ago

Account closed months ago and still no refund.

My old contract ran out a few months ago. I arranged a new package which wasn't right for me. I cancelled in the cooling off period and switched to Sky. All seemed fine.  Soon after I received a bill for £400 that was made up of early cancellation fee's. I had the first of many WhatsApp conversations with Virgin. I was told that I would have my account credited. This didn't happen and the full amount was taken from my account.  Another WhatsApp chat. They had no history of my previous interaction buy they would refund the amount. Nothing materialised and this pattern of broken promises continued. Until I was assured that the credit was now being actioned, along with a confirmation email, and a cheque would be issued. No cheque arrived.

"It will be with you by 13th February" it wasn't. 

"It's been processed and will arrive in 3-5 days" no it didn't. 

Today I was told that the cheque had been cashed and to check my bank account. Of course the money wasn't there. I haven't received anything. 

Another chat today.

"I see that the refund has been processed already on 7th of Feb you would have received it on your bank account You can check with your bank once."

 

Disgraceful. I suppose my opinions are to ask my bank to refund the direct debit and let them deal with it between themselves. Or try the ombudsman and the Financial Ombudsman to claim for my distress, harm, and lost time.

  • Steven_L's avatar
    Steven_L
    Forum Team
    2 months ago

    Hello RonnyMorts,

    Welcome back to the Community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with your former account with us and the charges that have been taken from your account. This is far from the service that any customer should be experiencing. Have you requested that the refund be sent by cheque or via bank transfer?

    Kind Regards,

    Steven_L

    • RonnyMorts's avatar
      RonnyMorts
      Tuning in
      2 months ago

      Thanks for making contact. 

      The amount taken was £380.03p I was due a partial refund. I have been told that I'd be refunded £408.81p 

      I was initially expecting a bank transfer. After a few attempts to remedy the situation I was told that they'd need to send a cheque. Ive been told that the cheque has already been cashed and also that a bank transfer was initiated on 07/02/2025.

      Now I'd prefer a transfer. After waiting for many weeks for a cheque to arrive I'd hope to have a swift resolution in the near future.

       

      • Akua_A's avatar
        Akua_A
        Forum Team
        2 months ago

        In this case, to best look into what happened, we are sending you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.

        Thanks,

  • RonnyMorts's avatar
    RonnyMorts
    Tuning in
    2 months ago

    If any members of the forum team are available I still require assistance 

    • Molly_T's avatar
      Molly_T
      Forum Team
      31 days ago

      Hi RonnyMorts 👋 Thanks for keeping the public thread updated!

      I can see my colleague Akua is already offering support to you via PM. 

      Please be aware this is not an instant response platform and so response times can vary depending on operating hours and staff availability. We always aim to respond as quickly as possible. 

      Thanks for your patience in the meantime! 🌞