Moved house and owed money

[ShazWard]

Can anyone from Virgin please help!

I moved house 4 years ago and had to change provider as Virgin are not in this area. A few weeks ago while sorting out paperwork I came across a cheque from yourselves that obviously hadnt been cashed in. 

I called the helpline but the customer service representative was no help at all. Apparently I failed the security mobile number question (despite having the same number for 18 years). So,the chap said he would send new security details to my old address!  I tried to explain I no longer lived there which was partly why I was calling. He then spoke over me in a very rude manner. 
 
I gave the rude gentleman my customer account number, previous address, the cheque number ( which I presume is not in date after 4 years) and services I paid for.  And all the time he kept saying a new password would be posted to an address I no longer live at!  Again I said I don’t live there and why couldn’t he help!  He hung up!  0/10 for customer relations! 

So October 26th 2024  I wrote to Virgin explaining the situation, included the cheque in envelope and sent it recorded delivery which was signed for by their end. 

Its now 14 days and not even a call, email or response to my letter. This is poor communication, lacking customer care and quite frankly rude! 

How do I now respond? 

[Kath_P]

Hi ShazWard, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear that you never cashed a refund cheque that we sent for you previously. Whenever sending anything by post, it can take up to 28 days for an initial response. We will always need to pass security with you before we can discuss the account so lets give that a try to see if we can assist from here.

I've sent you a direct message to allow us to do this with you in a private space. If you're using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you're on a mobile/tablet device then instead, click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,