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FW211's avatar
FW211
Joining in
5 months ago
Solved

Refund after cancellation

Does anyone else have a frustrating time requesting a refund on the credit held on your account after a service cancellation?
I have been waiting since September 2024 having contacted support multiple times to be told it will take 7-10 working days for a cheque to be issued and do not receive it. The latest conversation I had with support was today and I have been informed to wait 14 days to receive it since previously the managers who approve the refund were not available. Hard to believe no manager is available for this process since September and I am quite positive I will still not receive it in 14 days time.

Virgin media mentions on their website it takes up to 45 days for any refund after cancellation. I have waited for 81 working days now!!!!

Anyone form VM care to comment? I have reference numbers if you need them. 

  • Kath_P's avatar
    Kath_P
    4 months ago

    Hi FW211, 

    Thanks for sticking with me via private message. 

    I'm glad I was able to get everything sorted for you. 

    If you have any further issues, please pop back to us in the Community. 

    Take care,

8 Replies

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  • Cardiffman282's avatar
    Cardiffman282
    Wise owl
    5 months ago

    Court action may be a possible last resort here if the VM forum team can't help within say 14 days https://www.gov.uk/make-court-claim-for-money

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    4 months ago

    Hi FW211, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you're still waiting on receiving your refund. This is something we can certainly check for you but in order to do that I'll need to confirm some information with you to pass security. 

    I've sent you a direct message to allow us to do this with you in a private space. If you're using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you're on a mobile/tablet device then instead, click on the little circle icon in the top right then select 'Messages'. 😊

    Thanks, 

    • FW211's avatar
      FW211
      Joining in
      4 months ago

      Hello Kath,

      Thank you for replying. I have sent you the requested details. 

      Thanks.

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    4 months ago

    Hi FW211, 

    Thanks for sticking with me via private message. 

    I'm glad I was able to get everything sorted for you. 

    If you have any further issues, please pop back to us in the Community. 

    Take care,

  • swag10's avatar
    swag10
    Settling in
    4 months ago

    I have the same issue here, and worst part is even after i have been confirmed the amount 4 times in last 2 months, the CS staff over the phone when asked about it, 1st keeps you on hold and then disconnects, i will wait a day or 2 then willl contact ombusdum  

    • FW211's avatar
      FW211
      Joining in
      4 months ago

      Open a thread here and you will get a lot more help than CS. CS is rubbish to be frank. 

      • Paul_DN's avatar
        Paul_DN
        Icon for Forum Team rankForum Team
        4 months ago

        Hi FW211,

        Thank you for reaching out to us in our community and welcome, we are sorry to hear you are still waiting for a refund from a credit sat on your account when canceling, so I can help I have sent you an invite into a private chat, please click on the white envelope to accept.

        Regards

        Paul.

  • swag10's avatar
    swag10
    Settling in
    4 months ago

    Looks like i may have to go down the courts route as VM is turning out to be a nightmare to refund my money. I am so glad i left this company , once and for ever .