Afternoon @Kate92
Thank you for popping back, I was sorry to understand that your issue is still ongoing after chatting with us.
I'll can certainly offer general information about how the default would work to make things a bit clearer.
When a customer leaves us, they are billed during their notice period as normal. These bills should be paid as normal. We are unable to give an exact outstanding amount until the account has fully closed. Once the account has fully closed, a final bill will be posted to the account address (unless forwarding address is given) around 10 days after the account has closed. This bill cannot be email - only posted. This bill will show any outstanding payments owed or if we owe you any funds for services paid for and not used.
If this bill is not paid by the due date listed, it will show as a valid default on your account and usually the debt is passed to a 3rd party collections team.
If the customer then chooses to make the payment, this will clear the outstanding amount from the Virgin Media account. The default will remain on the credit file for 6 years but will show as "settled".
Hope that helps clear up the process and where you may stand. If you need further assistance, please do let us know.
Cheers