Discrepancy in refunded amount

[Steveg666]

Hi VM,

I'm no long a customer and have had a refund issued to my bank account, however the amount refunded is short by £37.52. 

My final bill showed a refund of £102.28 was due but you have only refunded £64.76 with no correspondence relating to why this is.  Please can someone review this before I reach out to the ombudsman.

Kind regards

Steve G

[Tom_W1]

Hi @Steveg666 thanks for your post here in the Community although we're sorry to hear of the concerns you've raised here.

Please allow me to send you a PM so I can look into this further for you, kindly expect the PM to arrive shortly and respond directly when you can!
Many thanks

[Steveg666]

Hi VM,

Is this still being reviewed?  I've heard nothing since 6pm yesterday.

[Tom_W1]

Hi @Steveg666 thanks for your message.

Apologies for the delay, please note that PM's are not instant responses. 

I had finished for the day on Sunday and was not in the office yesterday - please be assured you'll receive a reply to your PM in due course.

Many thanks

[Steveg666]

HI VM,

It has now been 6 days since your last meaningful correspondence and I still haven't received any information regarding the discrepancy in my refunded amount following my final bill.

Having spend time completing security checks with your last agent to have them log off mid conversation with no follow on it would be fair to say that 'due course' has passed.

I would appreciate it if someone could advise me if this thread would be classed as a complaint in the eyes of the ombudsman as I on the website I can't raise a complaint without being a customer apparently.

Many thanks.

[Ayisha_B]

Hi @Steveg666 

I can see you are in PM with my colleague in relation to this and they will be able to assist further. 

[Steveg666]

It's now been 3 weeks since you last replied and as there have been no further payments regarding the outstanding refund, please can you issue a deadlock letter so I can continue with escalation to the ombudsman.

[John_GS]

Hi @Steveg666 

Thanks for coming back to the thread. Apologies. I'll personally have this followed up. Sending you a PM now.