Complaint Charged After Leaving

hello I will try and be brief but the service from virgin is abysmal and the complaints procedure does not work.

I was out of contract and cancelled virgin on 24/01/25, text confirmed on 24/01/25. Sent back my equipment, text and email confirmed on 08/02/25.

On 07/03/25 i noticed a debit on my bank account from virgin of £52.25. I logged into my account (it still works mostly) and the final bill, which i cant make sense of, says

owed from last bill £79.15

changes to package 25 january to 28 february 

Cr£89.70

Other charges and credits

One of charges and credits. Early disconnection fees £62.80

amount due £52.25

What the hell is going on? if i am in credit even with the mistaken disconnection charge i am due a refund. where does the £52.25 come from?

I called 4 times to try and resolve this. was put on hold for 10 minutes then disconnected. Finally i managed to speak to someone, they acknowledged the mistake as i was out of contract, that the £52.25 would be immediately refunded to my account with a cheque in the post for the remaining credit balance then promptly left.

I checked my bank hours later 07/03/25 and no refund, i tried online chat and agent said refund and cheque will be issued. i stressed my address has changed which they said they will update my details. I asked when is my bank going to be refunded.. they did not answer said have a good day and again left.

How can i resolve this i can not raise a complaint as it says account closed yet i can still log in

Apoligies for long explanation. what can i do now?

thank you for any help