received a cheque under different virgin account number

[TomF92]

hi there

after a failed home move in June, virgin moved my broadband back to my 'old' address before it was disconnected and I've now left virgin.

I've since recieved a cheque in the post, it doesn't say what the cheque is for. it's my name and new address on the cheque letter, but a different virgin account number to what I've known over the years. Is this because virgin would have created a new account if the move to my new address had been successful? It's a bit concerning recieving documents with a different account number to what you've always known, I was told the 'new' account was cancelled after the failed move. 

thanks 

[Megan_L]

Hi TomF92,

Thanks for your post and welcome back to our Community Forums, sorry this cheque has caused some uncertainty!

What @Highway has mentioned is correct - Any pro-rata debits or credits from the old account are moved onto the new account pretty early in the process and this is when your old account would have been closed down. When your Move/Install failed at your new property, your new account would have been in credit and so we've sent a cheque to you under this new account number. 

If you feel like you need further support than what I've already explained then please feel free to ask! 

Thanks,

Meg