Thanks, but in that case I'll do it via the Complaints process instead.
This isn't a case of Virgin doing us some massive favour. It's about paying back the money which we paid for a service that Virgin isn't providing. I don't see why we should have to jump through all these hoops to get it repaid. I'd be amazed if ADR doesn't agree if it goes that far.
And you're assuming that's straightforward...? She doesn't like IT, she doesn't have an account to post, and I'm not there to help her. She prefers to use the phone and got absolutely nowhere with Customer Services. It should be a simple process for anybody in this position.