Forum Discussion

rcrowley32's avatar
rcrowley32
Tuning in
12 months ago

Took 11 days to cancel. Now I get a message today saying I agreed to a new package via chat! I didn’t.

I cancelled my account after 11 days of trying to cancel. Virgin have tried to call me. I answered once on the 10th and told them we already have Sky in. Now they’ve emailed responding to me complaint form saying they spoke to us today and we agreed to a new package. We did not! No one agreed to a new package. No one even spoke to them! How is this happening? Is this because the staff gets a commission for retaining people so they lie and say we agreed to a new package? This is pure insanity! 15 years with Virgin media and I am so disappointed. 

  • Kain_W's avatar
    Kain_W
    Forum Team (Retired)
    12 months ago

    Hi rcrowley32,

    Thanks for your post and welcome back to the community. 

    Sorry to hear that the account has not been cancelled as agreed, so we can investigate this matter further please expect a PM from myself.

    The message will appear within the envelope icon.

    Regards,

    • rcrowley32's avatar
      rcrowley32
      Tuning in
      10 months ago

      Hello, I have returned all my stuff and it’s been received. Got my final bill online  I’m owed a refund. But I haven’t got the refund in cheque form or otherwise. Could you explain how I will get this? 

      • Kath_P's avatar
        Kath_P
        Forum Team
        10 months ago

        Hi rcrowley32, 

        Thanks for coming back and confirming that the account has fully cancelled and you've received your final bill. 

        Any credit balances are held on the account for 35 days to allow for any unbilled charges. After this date, it is then processed by the refunds team. Cheques are usually sent the day after they have been processed and can take up to 7 days to arrive in the post. 

        If your refund was due to be processed around the bank holiday then there may have been a few days delay due to the team not being in during bank holidays. If you calculate 35 days from your disconnection date, it should give you an idea on when to expect your cheque refund. 

        If you need further help or clarification, pop back and let us know and we can take you back in to private message to confirm security and provide more specific information 😊

        Thanks,