Cancellation credit not received

[Kttyxkat3]

Hello all

I cancelled my broadband contract in January since I was moving to an address not covered by virgin media. I provided proof of my new address and returned the router but I was still charged the full cancellation fee amount of £181 and have not heard anything about a refund. Considering I provided all the information before the billing date I feel I should not have been billed at all.

How can I check if the credit has been applied to my account and what address a cheque is going to, if it has even been issued?

Alessandra

[Kath_F]

Hi Alessandra, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear that you moved to an area we're unable to provide service too. Usually there is a back office team who applies the credit once the relevant proof has been received. We can certainly take a look at an update for you but in order to do that I will need to confirm some information with you to pass security. 

I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,