Ended contract but refund not processed

[Olaideoba]

My contract ended on 4/9/2024 and I have sent back my broadband and it’s been received because I got the confirmation. However, I’m yet to get a refund as my last bill was debited in advance. Why is it taking so long for my refund to be processed?

[vmrunreliable]

When I left, from what I can remember it took around a month for the overpayment to be repaid to me.

[Molly_T]

Hi Olaideoba 👋 welcome back to the community forum! Thanks for posting. 

Sorry to hear these concerns about your final bill and a refund you are waiting on. You can find more information about your final bill here 👉 https://www.virginmedia.com/support/help/billing-and-payment/bill-explainer/my-final-bill-explainer . Once your account has been disconnected and closed, your final bill is generated. Any Pro-rata charges or refund that need to be returned to you are then either processed via a BACS transfer, or by cheque. Depending on which of these methods was set up or agreed when processing the disconnection, can affect the amount of time for the refund to arrive, Cheque refunds are the longer timescale, and should arrive within 30 days. 

If you need us to, we can check if the cheque has been processed / issued / sent for you. Once it's in the post sadly we can't provide any further updates on timescales. 

I will send you a PM to confirm a few account details so we can do this for you You can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 

[Olaideoba]

It’s over a month I ended my contract.

[Olaideoba]

Hi Molly,

I’ve responded to your message and I’ve not gotten anything back. Just want to be sure you received it.

[Kath_F]

Hi Olaideoba, 

Thanks for coming back to us here. We can confirm Molly has your message. As soon as Molly is on shift, she'll be back in touch. 

Many thanks, 

[Olaideoba]

Thanks Kath.

[rwfhm]

My contract ended on 8/8/24 and I’m still waiting for my refund. We have to give 30 days notice of cancellation, so there is no excuse for overcharging on the final bill. VM have confirmed that they have received my equipment back. There is no possible reason why it should take so long for a refund to be issued, other than the fact that they want to hold on to our money (which they should never have taken in the first place) for as long as possible. I have been told that it could be 40 days before they process my refund! Anyone would think that they don’t have computers in their accounts department. Obviously they don’t care about their customers once they have left.

[Molly_T · Accepted solution]

Hi All 👋

Just returning to this public thread to keep things updated. Thanks to Olaideoba for PMing with me, and confirming the details needed to offer some guidance and support about the final bill. 

We were able to clear everything up. You can always find general information about final billing here 👉 https://www.virginmedia.com/support/help/billing-and-payment/bill-explainer/my-final-bill-explainer and check your personal bills in my VM 👉  virg.in/myVM 

If you need some help running through things just get in touch with us here, or via any of our alternative contact platforms and we will be happy to help! Social Media (Twitter, Facebook, Instagram)  👉https://virg.in/contactvm 
📞0345 454 1111 or 150 from a VM landline & WhatsApp 📲+447305 327 112
Glad to see things all sorted! If there's anything outstanding you need our help with just let me know. Wishing you all the best! 🌞

[Olaideoba]

Hi Molly, 

thank you for clearing things up. That was very helpful. Well done.