Waiting since 3 months for refund.

[Rami]

I have moved from my previous address to area which is not covered by Virgin Media,they have accepted the proof and they promised me they will collect the early cancellation fees and they will refund me  after 1 month . However,  3 months have passed without anything . I have contacted the customer service by phone calls 4 to 5 times and each time go through the same questions and same promises to send me money back afterv2 weeks and again nothing happens.

I don't know what I should do ??I am really frustrated about that.

[goslow]

Make a formal complaint to VM first of all

https://www.virginmedia.com/help/complaints

This is a required first step (but will probably result in no useful outcome for you). After that you can go to the ombudsman as per process below

https://www.commsombudsman.org/our-process

While waiting for a VM forum team reply here (usually within a few days) ...

You can share your unhappy cancellation experience with OFCOM.

They launched an investigation into VM on 13 July 2023 specifically into VM's cancellation and complaints processes.

https://www.ofcom.org.uk/about-ofcom/bulletins/enforcement-bulletin/open-cases/cw_01275

Case ref. no. and an email at the bottom of the above page or submit with same info via the contact form

https://ofcomforms.secure.force.com/formentry/SitesFormCCTMonitoring

Submitting information won't help your individual complaint but it will contribute to the OFCOM investigation and it sounds like your experience is directly relevant to the terms of reference of the investigation.