Waiting for the refund cheque for 4 months

I am very disappointed with Virgin, as they have failed to refund me for four months, giving me unreasonable excuses.

I haven't used Virgin Media's service since I had to move out of my apartment in early March 2025. Because my new home isn't within Virgin Media's coverage area, I disconnected the service and returned all the equipment in the same month. However, Virgin Media still charged me an early disconnection fee. After I verified my new address with them by email, they confirmed that I'm eligible for a refund. Despite this, I still haven't received the refund cheque. I'm extremely frustrated and disappointed that a company can handle payments in such a manner.

Beside email, I also contacted customer service via phone in both May and June to follow up the situation. The first time, the customer service said that they sent the refund cheque to my old address which I cannot believe how can this happened. I'm really surprise because I have provided them my new address already. Each time, the agents confirmed my address and assured me that the cheque would be issued and sent. Despite these reassurances, I have yet to receive the any refund from Virgin Media which is absolutely unacceptable.

I'm feeling really frustrated, and I've discovered that others have experienced the same issue. Has anyone been able to resolve this situation? Also, is it possible to receive the refund via direct debit instead of a cheque? I don't want this case to escalate any further. Thank you.