Forum Discussion

Fuddy_Mucker's avatar
Fuddy_Mucker
Tuning in
3 years ago

Where’s my refund !!!

WHERES MY REFUND??? 

After many years with virgin media I felt that I had no choice but to leave due to ongoing poor customer service, poor service levels on reliability for broadband and tv, zero chance of getting an engineer to visit your home to explore why I’m having these issues and extortionate prices and price rises.

I now give my hard cash to Sky Glass and have not had one single issue from sign up to now!! 

Cut a long story short ……..

30 days notice was given on 1st February 2022, Disconnection date was 2nd March 2022, All equipment has been returned and verified as returned via email,  bill was paid for £104.00 on 30/02/2022 with resulted in a final bill being produced on the 14/03/22 with a credit of £77.57. 

After 3 requests to get this credit refunded back to me I and still waiting over a month and yet more broken promises and no refunds I’m now looking at issuing County Court proceeding against virgin media before the end of the week is out to recover the amount owed plus interest and court costs.

Has any one else had these issues. Ironically if I failed to pay my final bill they sent I would of been charged a missed payment fee and had a unpaid strike on my credit reference report!! 

 

  • Ernie_C's avatar
    Ernie_C
    Very Insightful Person
    3 years ago

    Being polite. It takes around 45 days for your outstanding credit to be returned to your account address by cheque.

  • Fuddy_Mucker's avatar
    Fuddy_Mucker
    Tuning in
    3 years ago

    There’s my point ! What justification does virgin have in withholding my money for so long? Because 45 days is actually covering  TWO billing periods with virgin, which if I withheld payment for that long I would incur TWO late payment fees!! 

    I’m so glad that like many thousands (see internet reviews and forums!) I’ve decided to leave this ever decreasing company! Just want my money back and delete all knowledge of the existence of Virgin Media.

  • Serena_C's avatar
    Serena_C
    Forum Team (Retired)
    3 years ago

    Hi Fuddy_Mucker

    Welcome to our Community Help Forum. 

    Thank you for making your first post regarding the negative experience you had with us, I'm so sorry to hear you were disappointed with our broadband and TV, and the customer service you received. That's not the high standard of service we aim to provide, I apologise.

    Regarding your refund, it can take up to 45 days for the cheque to arrive. Please do get back in touch if the cheque has not arrived by then and we can look into this further.

    Best wishes,

    Serena

    • Fuddy_Mucker's avatar
      Fuddy_Mucker
      Tuning in
      3 years ago

      Well 45 days are up, actually 48 to be precise. After Numerous promises of “you will get your refund”, via email, text chat, phone calls, all of which have either been recorded, screenshot or saved, I HAVE STILL NOT RECEIVED MY REFUND!! Absolutely disgusting!! 
      So virgin rip off merchants have left me no choice but to pursuit them through the small claims court.

      I have just filed a financial claim against them via the governments online court portal, this includes the monies owing, interest, court costs and out of pocket costs such as phone calls, letters, etc, all evidence that I have collected has been submitted.

      I will keep you posted as to what happens next, 

      But for those that have been ripped off or had monies witheld by these crooks please, please, please fight them, they may be big but they still have to abide by the laws of the land, stand up to them it’s very easy and painless, A David and Goliath situation.

      Oh I really do hope they don’t respond, acknowledge or fight it, get a judgement against them, and not pay that judgement, that way I can send in the High Court Enforcement team to get my monies back. Nothing would give me more pleasure.

      • Steven_L's avatar
        Steven_L
        Forum Team
        3 years ago

        Thanks for coming back to us  Fuddy_Mucker.

        I'm sorry for the ongoing issues with your cheque reaching you, I have looked into this and can see that the cheques was generated on the 7th and it should be with you very soon.

        Regards,

        Steven_L

  • Banaag4310's avatar
    Banaag4310
    Joining in
    3 years ago

    Same problem though I was told my money would be refunded to my Direct Debit account on January 27th. Of course nothing. What’s the worst is Virgin could prorate bills but refuses to do so because then they can’t make more off of us. This is the most idiotic thing I have ever seen. Focus on keeping customers not insulting them. People leave because you are WAY over priced, service is unreliable and then customer service is the Worst. 

    • Megan_L's avatar
      Megan_L
      Forum Team
      3 years ago

      Hi Banaag4310, 

      Thanks for using the forums to get this issue with your refund looked into, I am sorry if this has been causing some frustration - especially as it sounds like you left us after a bad experience. I would be more than happy to look into this for you.

      If this was a refund of pro-rata credits after you cancelled your account, this would be refunded 30 days after your account was closed - This is so that we can fully wrap up the final bills if there are any any give you the correct amount back. 

      Also, if it was a BACS refund into your bank account, your direct debit would have had to stay open - Some customers prefer to cancel their direct debit after they cancel, especially if they've had unfortunate billing issues, so if that's the case the BACS refund wouldn't go through. 

      If it was a cheque refund, it would take 31 days after your disconnection is cancelled for us to process the cheque, then a further 14 days to send out for delivery. 

      I have a link here 👉 Refunds - Which has loads more information about refunds which may be helpful to have a read over 🙂

      If you're still a little unsure about your own refund after reading all of this information I'll still be happy to help further!

      Let me know.

      Thanks,

      Megan_L

       

  • SatNavBen05's avatar
    SatNavBen05
    Just joined
    2 years ago

    I am another customer who is disgusted with Virgin Media and the service provided.

    I've moved home, and Virgin don't cover my area. So I'm due to pay the Early Disconnection Fee unless I provide a Proof Of Address for the new home within 30 days. I'm told over the phone that if I send this proof of address then there will be a credit on my account, and the Early Disconnection Fee won't be charged. I sent the proof of address on 12th December, and on the 21st December I get charged anyway. 

    Why on earth would it take this long to add a credit to the account? 

    I call to try and ask why this has happened, if they have even seen my proof of address or if they can even send me an email or make note on my account that I'm due a refund. I'm told because my account is closed they can't create a statement, and 'For Security reasons' they can't write me an email saying that I'm due a refund? I'm told over the phone that I'm due the refund in 45 days but seeing other people's experiences, I don't have faith in this.

    Please can someone at Virgin address this and at the minimum, give me some form of evidence that I'll be refunded? The fact I was told I wouldn't be charged and then was anyway it bad enough, and really I should be refunded immediately, but not providing even an email that says a refund is due, is ridiculous.

    Ben

    • Sabrina_B's avatar
      Sabrina_B
      Forum Team
      2 years ago

      Hi SatNavBen05 👋.

      Thanks for reaching out to us and welcome to the Community Forums. Apologies that you have had this kind of experience with us, this is not the type of service we aim to provide. So that we can assist you with this we would need to bring you into a private message.

      Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
       

      Thanks.
       

      Sabrina