Charge for returned kit not reversed

[ljcurran]

Returned our Virgin Media kit, admittedly not as quickly as we intended to, so we were charged £65 initially. received both an email and a text message from Virgin when the kit wwas received saying the charge would be reversed. This hasn't happened and a payment for the charge has been taken from our account today. Impossible to talk to anyone. Can anyone advise how we can get this payment back?

[Paulina_Z]

Hi @ljcurran,

Welcome to our Community Forum. Thank you for your post and I'm sorry to hear that you have not received your refund yet! 

I was able to locate your account and look into this a little further for you. 

Before I can discuss any account details, I will need you to confirm some details for me. Please keep an eye out for a purple envelope at the top right corner of your Forum page.

I will be in touch soon.

Thanks! 🙂

[Paulina_Z]

Hi @ljcurran,

Thank you for discussing this issue with me further via Private Message. 

I have now sent off the necessary information to our refunds team and your refund cheque should be with you within the next 15 working days. You will receive this by post.

Please keep us updated on this and let us know if you need any further help.

Thanks! 🙂