Leaving Virgin Media

[RyeAnt48]

I moved house in June and had to leave Virgin Media as they couldn’t provide a service at my new address. Despite returning the box, router and providing proof of living at the new address, Virgin Media still charged me the £103 disconnection fee, contrary to information on their website. When I put in a complaint they apologised by email and promised to refund the disconnection fee by sending me a cheque. Almost 5 months later and exhausted, stressed and very disappointed with them after many emails and phone calls and online with robots, I am still waiting for the refund. What should I do next?

[roodles]

Try this

https://www.commsombudsman.org/raise-dispute/virgin-media

[用心棒 · Accepted solution]

Consider seeking advice from Citizens Advice on whether or not to use the Direct Debit Guarantee to recover the money mistakenly collected and whether a complaint should be raised with the Financial Ombudsman Service.

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[Gareth_L]

Hello RyeAnt48

Thanks for your first post and welcome to our community.
Sorry to hear about the delay with this refund
I'd like to take a look at this for you. It's not something we usually do on our community, however with you already being promised this and waiting 5 months we can make an exception.
If you don't mind, I will need to send you a private message to pass security. 
If you can check your logo at the top right of your screen that would be great. 
Gareth_L