Refund not received

Hi,

I am trying to sort this out for my elderly parents as they are ready to give up! They cancelled their package in April 2025 and have basically been charged every month still until approx August. Over the phone, they have been told they are due a refund of £350 - still not received. 

It does look like they may have eventually cancelled their account as no payment was taken in Sept 25. I am really struggling as to how to chase up them getting their refund. Can't use the online webform to complain and there is no email address to use for complaints. I am looking to resort to sending a letter to Virgin Media, Sunderland, SR43 4AA.

Thanks, 

Laura