Trade up mobile issues

[laughscott1]

Don’t trade up your phone with Virgin they never send the monies owed despite promising and. None of the team understands the process 

[MOD EDIT: Subject title changed for clarity]

[Molly_T]

Hi Laughscott1, welcome to the community! Thank you for posting. 

Sorry to hear of your issues trading up with mobile. Would you be able to give us a little more information about your situation? We will then do our best to offer further support. 

All the best! 

[laughscott1]

Still waiting for the refund which livewize sent to virgin on the 12th oct despite speaking for 5 hours on the 20tn and again on the 27th still noone has confirmed payment has been sent my complaint ref no is [MOD EDIT: Personal details]

[Ilyas_Y]

Hey @laughscott1, thanks for the reply on the forums.

I'm sorry that you've had no update about this.
May I ask if you've received an email about this since the complaint was raised?
As any payments can take between 7 - 10 working days.

Let us know.

Kind regards,
Ilyas.

[laughscott1]

No email since the complaint and it is way over 7 working days 

[Ilyas_Y]

Thanks for the reply @laughscott1.

May I ask if you are able to check your SPAM / Junk folders?
Do you have any other email addresses to which any communication may have been sent towards?

Kind regards,
Ilyas.

[laughscott1]

I am not stupid virgin still haven’t resolved it’s ongoing for weeks 

[Ilyas_Y]

Thanks for the reply @laughscott1

I will bring you in to a private message and discuss further there.

Kind regards,
Ilyas