Was credited £40 after returning my router. Told Virgin I was moving address and updated it the system (although my account is now gone). Tried customer support mobile and online chat but they just recommended opening a new account (???). A Virgin member in store told me the process was intentionally made difficult to prevent people getting this money back.
Has anyone had any success?
Hi Ted7,
Thanks for your post and welcome to our community.
If we don't receive equipment back within the required time, a charge can be applied to the account.
Once the equipment is received however, that charge is removed with a credit.
Therefore, no refund would be produced or owed to the customer, this credit just cancels the charge leaving a zero balance.
If you've actually paid the £40 equipment charge however, and this has been taken from your back, that would be different, and a refund would then be sent.
I'll send you a private message now so I can check this for you.
Please look out for the envelope in the top right of the page and pop back to me when you can.
