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Credit on my account not being deducted from bill

Tuning in

After I signed up to my new contract in April I was overcharged by £14 and each month I've not had my bill adjusted to give me my money back. The last month when I spoke to someone in billing was the most enlightening when Laeeqah told me that a credit of £14 was showing but for some reason isn't being applied when billing is calculated. She promised me she would call back. She hasn't. It is now Sep and low and behold my most recent bill is still not showing the credit owed to me. I genuinely don't understand how a huge organisation like Virgin can't manage to refund me £14? If the credit system isn't working, then for God's sake, just issue a refund. If its possible to issue refunda at the end of a contract then it's possible to issue one mid contract.

Worst of all I can't get past the lower level case managers to speak to a manager as apparently supervisors 'don't take complaint calls'!! Any advice on how to get Virgin to pay up? Do I really need to get advice from the Financial Ombudsman???


Forum Team (Retired)
Forum Team (Retired)

Hi bitquirky, 

Thank you for reaching out to us here on the Community. 

I am very sorry to hear you are experiencing issues with the billing on your account, we would be happy to help. 

In order to look in to this further I would like to take a look at the account from our side so I am going to pop you over a private message to confirm a few details. 

This message will be available via the purple envelope on the top right of this page. 

Speak soon, 



This is still a problem. This month's bill is going to be bigger again and my future bills too as my package cost has mysteriously increased in price too. Literally at my wits end! I have messaged Natalie a screen grab about this. When will someone call me and work out a sensible solution?? 

Apologies for the issues faced bitquirky,

Welcome back to the community.

To clarify what price is showing and what is the monthly rate meant to be?

Let us know,


I'm sorry I can't explain 6 months of bill wrangling nightmare to the 10th person (im not joking I've spoken or emailed or chatted with this many people). Please could you request that Natalie follow this up. Its EXACTLY because there is a complete lack of accountability that this drama continues. A new person picks it up, apologies for my understandable frustration, thinks they've fixed it and back I come the next month to complain its STILL not fixed and it takes me longer and longer to explain the catalogue of promises and mistakes. In fact these fixes only appear to making it worse. I divulged all my identity to Natalie via dm. 

Hi bitquirky, thanks for the message. I am sorry to hear that there is an issue with the account and can see that you are privately messaging Natalie who will get this resolved for you.