Forum Discussion

VB2025's avatar
VB2025
Joining in
14 days ago

Refund not issued

Hi, I changed my contract last month and was told I would be refunded the difference in price and also the new (lower) price would be charged this month. I was categorically assured there were no other costs and these were the figures that would come out of my account. I am happy to show you the transcript of the chat I had where the contract and these details were confirmed. 

Please do send me a PM so I can provide the necessary details of my account ID to you.

Thank you very much

  • Carley_S's avatar
    Carley_S
    Forum Team
    14 days ago

    Hi VB2025 

    Welcome to the Community Forums. 

    Sorry to hear of your contract and billing concerns. Checking the systems on our side, we can see that the team have recently been in touch and this looks to be resolved. 

    Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.

    • VB2025's avatar
      VB2025
      Joining in
      11 days ago

      It has not been resolved- please can you confirm it is being escalated as per my request. I have submitted screenshots of the payments being taken from my account.  Thank you 

      • Kath_P's avatar
        Kath_P
        Forum Team
        10 days ago

        Hi VB2025, 

        Thanks for coming back to us on this. We're sorry to hear things aren't quite resolved. 

        This is something we can look at further for you but in order to do that I'll need to confirm some information with you to pass security. I've sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :)

        Thanks, 

  • VB2025's avatar
    VB2025
    Joining in
    6 days ago

    Hi I have now been able to respond. I would like acknowledgement of the charge Virgin Media made please and confirmation this will be refunded. It was taken from my bank account but I was not given a receipt. I was also told by the complaints department there was no record of this money being taken. I have now submitted the relevant screenshots but they have still not directly acknowleged the sum taken. We had no agreement for this sum to be taken and therefore I would like it acknowledged and refunded. I have specified that they should discuss this with me via email and not a phonecall. They agreed however have just emailed me asking to arrange a phonecall. Please help me resolve this issue. Thank you. 

    • Steven_L's avatar
      Steven_L
      Forum Team
      5 days ago

      Thanks for coming back to us VB2025 and we can see that you're currently in a private message conversation with one of my colleagues, so I'll leave you in their capable hands.

      Kind Regards,

      Steven_L