Promised refund not received
Two months ago, I discovered that my landline was not functioning. I contacted Virgin, and was eventually contacted by a representative named Hanna.
During our conversation, I explained that I had been charged for a service I hadn’t been receiving for two months, and I requested a refund. After reviewing my account, Hanna agreed to:
- Issue a refund of £40 for the non-functioning landline service.
- Remove the landline from my new contract.
- Adjust the new monthly premium accordingly.
I received my new contract to which I agreed, but to date no refund has been forthcoming.
Hanna assured me that she would confirm these details in an email, but I never received it. When I followed up, she promised to send the email again, but once again, I received nothing. I then requested that she send me a written letter by post. Hanna agreed, but no letter has been received either.
As of today, I have not received the promised £40 refund, nor any confirmation of her statements.
Could someone please explain to me why these promises have not been fulfilled? I would appreciate your urgent attention to this matter and a prompt resolution.
