Leaving Virgin Media
I moved house in June and had to leave Virgin Media as they couldn’t provide a service at my new address. Despite returning the box, router and providing proof of living at the new address, Virgin Media still charged me the £103 disconnection fee, contrary to information on their website. When I put in a complaint they apologised by email and promised to refund the disconnection fee by sending me a cheque. Almost 5 months later and exhausted, stressed and very disappointed with them after many emails and phone calls and online with robots, I am still waiting for the refund. What should I do next?
Consider seeking advice from Citizens Advice on whether or not to use the Direct Debit Guarantee to recover the money mistakenly collected and whether a complaint should be raised with the Financial Ombudsman Service.
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