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DaveJohnson1's avatar
DaveJohnson1
Joining in
5 months ago

Such a challenge to get credit back after closing account

Every time I need to interact with Virgin Media, I am surprised at the new ways they find to creatively and politely be unhelpful.

Due to moving house, I recently closed my account. I am moving to an area that does not have Virgin broadband coverage. There is a not insignificant (to me) amount of credit on my account from ending in the middle of a billing cycle. By default, after 45 days from service disconnection, Virgin Media sends credits as a check via post.

Naturally, as I am no longer at the address, getting post delivered to me there is not an option. I called request my credit via bank transfer. That's the method I've used to pay this bill for years. I was told that not only to I need to wait 45 days after termination of service (a scandal in an of itself for the interest free loan), I cannot even call to REQUEST to have the credit deposited vice posted until 45 days after account termination.

Has anyone had a better experience getting over-payment credits back?

In short, even after ending service, Virgin Media has found yet another way to be obtuse and anti-consumer.

billling
Internet
moving house
termination

4 Replies

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  • Zach_R's avatar
    Zach_R
    Forum Team (Retired)
    5 months ago

    Hi DaveJohnson1,

    Thank you for your post and welcome to our community forums. We're here to help.

    I'm sorry to hear that you're facing some complications regarding a refund post-disconnection. As you've mentioned and the team have advised, it can take up to 45 days for a refund to be processed after a cancellation, and you can find more information on that here.

    Have you ensured that the team have the address of your new home so that they can make sure a cheque refund is sent to the correct address?

    Thanks,

    • DaveJohnson1's avatar
      DaveJohnson1
      Joining in
      5 months ago

      Hi @Zach_R,

      At no point on the phone or on the website have I had the opportunity to provide my new address. I have moved abroad as I said in my original post. None of the forms I've been able to find on the VirginMedia website work for non-UK addresses, and when I did call the only thing I was told was to call back after the full 45 days passed to then request an electronic funds transfer.

      Sending funds electronically should be lower cost, faster, and more environmentally friendly than by post.

      While the staff I spoke with were polite, they made it clear that the process was the process. At no point was I asked for my new address to re-direct the check. At no point did it seem odd that they were sending a customer mail to a house the customer just moved away from.

      What do I need to do to get my money back? This process was not set up with international moves in mind.

      • Lee_R's avatar
        Lee_R
        Icon for Forum Team rankForum Team
        5 months ago

        Thanks for getting back to us DaveJohnson1 

        Sorry to hear that your issue is ongoing. So that I can take a look on your behalf, I'm going to send you a private message. Please keep an eye on your inbox in the top right of your screen.

        Regards

        Lee_R