Well, this has been the stuff of nightmares. I left Virgin Media (VM) on circa 24.08.24 due to the significant increase in price due to end of initial contract. Due to delays on new broadband installation I did delay the deactivation, and after calculations, VM produced a bill showing me to have an £83.84CR balance - they owed me this money.
When ending a contract they request the equipment is returned and enable this by providing packaging and postage. I duly returned the equipment, albeit late due to work commitments and their packaging not arriving in a timely fashion (over 2 weeks late). Due to the late return a charge of £225.00 was placed on my account, seeing the account balance hit £141.16 owing to VM. They confirmed return of the equipment, although their confirmation fell on billing date, and thus the bill was generated.
Upon confirmation of equipment return, the £225.00 charge should have been struck, returning the account to the £83.84CR balance. However, the final bill has simply been marked "Paid" on my online account and the account not returned to the positive balance.
Despite chasing this on multiple occasions (via WhatsApp and phone) I am yet to receive this. When I speak to agents they claim the refund has been processed, although it seems odd that it would take over 2-months to process a refund. One agent even claimed I had received a cheque... another claimed my bank must have been blocking it.
The question is... where is my money? Considering my recent search for VM Alternative Dispute Resolution revealed an OFCOM investigation into their practice I am concerned.
