can one of the virgin media reps get back to me please, I've been through the online chat and spoke with about 4 different people and was told the refund would be sent to me, each time after explaining again and again that it wasn't paid to my account, I've provided 2 months of bank statements as requested and have a complaint reference, account number and area code which I can provide, I just need this resolved, it's been over 4 months now
If you have already made a formal VM complaint, follow the timescales and process below to escalate to the ombudsman
https://www.commsombudsman.org/our-process
Forum TeamHey cozyuk, thank you for reaching out and we are sorry to hear about your refund issue.
We send refunds out via by a cheque, this can take 45 days from when you leave us.
We can see you've spoke about this to the team, did they advise on this?
thanks for the reply, I have been in contact with the team via online chat and spoken to them on the phone, they told me they had refunded credit direct to my bank account via bank transfer, I checked and it had not been paid, which is when I was asked to provide bank statements for January and February to prove I had not had the payment, I provided these, I have been on to the team again and went through it all again, again was told it had been paid via bank transfer in January, I told them I had provided statements to show this was not the case, I asked could they confirm they had sent the cheque out and they said they would send it via bank transfer, again this hasn't happened, feels like I am going round in circles with the team hence why I have now come here to try and find a solution, the email with the complaint reference on reads to me that the issue has been resolved but it hasn't, and it has been well over 45 days since I reported the issue, if you could let me know how to progress this matter via here, private message or email / WhatsApp, please can you let me know, or if you need any additional information, thanks
Good morning I have replied to Daniel this morning as I had missed the previous email in regards to security questions on the account, I can provide them, not sure if Daniel is available or another member of the team could come back to me please
Forum TeamHi cozyuk, thanks for your follow up post.
My colleague will be sure to respond back to you ASAP.
Some of our agents here don't start until 1pm, so this may be the case that my colleague is one of our later starts today and is still working through other interactions also received.
Thanks,
David_Bn
thank you David, I will keep checking
