4 months waiting for a REFUND/CREDIT! Lies after lies...
Hello, I have been waiting on a refund/credit to be sent to me for several months. My account was in £300+ credit, and i asked for it to be sent to me. This was in August 2025. I waited the allocated 14 working days, and was told a cheque would be sent, nothing arrived. I then chased this up again, and was strangely told no cheque was submitted to be sent to me, lies, and it would be raised again. So i waited for a 2nd time, 3 weeks later, nothing arrived, so had to contact again, I was then told an issue with sending cheques, so it wasn't raised, so they said they would raise it again, for a 3rd time. So again, I wait weeks and weeks. Surprisingly, no cheque. I then contacted virgin media again, adamant a manager rang me, just as a i did the last few times, but no one ever did, even though i gave them my phone number, they apparently rang me, but they never did, more lies. To my amazement, a manager did ring me, all apologetic, PROMISED ME that the cheque was sent and would PERSONALLY oversee the situation until I got the cheque, surprise... never got the cheque, never heard from anyone again. I got really mad, i rang the customer service telephone line, adamant i speak to complaints manager, the person on the call was apologetic, and seemed quite helpful, but at this point, i trusted no one at virgin media, after months of waiting, and initially being told that a bank transfer was NOT possible, and waiting months for a cheque that's never been sent, she advised a bank transfer WOULD be made within 10 to 15 working days. As things stand, i am on the 12th working day (as of 05/11/2025), i contacted (via phone) on the 21/10/2025, and was told, promised, it would definitely be in my bank within 15 working days, and even was told its usually within 10 working days, well its passed that, so not true. As I've usually waited and then been let down, on 5 occasions already, TODAY, on the 05/11/2025, i contacted virgin media customer services, again! to make sure that I am going to receive the money in my bank in the next few days. Surprise to hear, and i quote "I'm really sorry — bank transfers are currently not possible due to a technical issue on Virgin Media's side, which has temporarily halted bank processing. I assure you that a cheque has been arranged and will be delivered to you as soon as possible. We sincerely apologize for the inconvenience this has caused and the last 10 manual payment cannot be refunded." SERIOUSLY??? I have had enough of all the lies, all the waiting, more lies. It's honestly disgusting. I wouldn't mind, i got the credit due to being illegally charged from my bank from what it was stated on my contract, I went through a lot of trouble, I have been with virgin media over 7 - 8 years now, I even renewed my contract this year, because i trusted what i was told. Yet here i am, several months later, still being lied too. Do you know what else annoys me, the stress and being lied to for waiting, for months. Is really frustrating. I had a heart attack 8 weeks ago, that i am still suffering from and recovering from, and having to deal with all the lies and lies whilst doing so, its disgusting. I have got a latest complaints reference, but not sure if to put it on here or not? I've got chats from WhatsApp that I've had since august, i also recorded the last call i had promising the bank transfer, i also have a reference number i was given from them too. Stressed beyond belief. Please can someone from virgin media chase this up for me, as I'm exhausted of being lied too. I gave it 1 change, now I've been gullible to give 5 chances and still being lied too, so i want it resolved now. Thanks MattVirgin Credit not received after 3 chats and promises from customer service agents
Hi I Have noticed that people have posted in the past about waiting on credit to be added to their accounts, but got nothing. I am in the same boat. I have contacted them since January, and been getting promises about getting the credit, but nothing yet! This is just messed up.£100 offer credit to my bill promised by phone agent
On April 2, Virgin Media agent Antony promoted the broadband plan to us at Newcastle Great Park. We considered and call back to him on April 4. I asked him if he can offer some discount for switching the broadband service to Virgin. Then he offered £100 credit and promised the credit on my first bill. On April 30, I received the first bill and the £100 credit not shown on my bill. I contacted Virgin through WhatsApp, and they claimed the system has no record I have £100 credit, I feel like this is a fraud. I’m not able to contact Antony, he has no answer and feedback. I raised the complaint with this case, but it still not reviewed yet. Can someone escalate this issue please? Thank you.uSwitch sign up credit
Hi, I signed up to virgin through uSwitch and chose this plan in part because of the £100 sign up credit bonus. I have received the contract, quick start kit and set up my WiFi/stream box and there has been no mention of the sign up credit. Please can someone contact me to confirm that this credit will be applied to my account? Please see below deal I signed up through:Credit Agreement Security Key
Hi there, After some checking I should have received the security key for my credit agreement in an email, I can only assume I have since deleted it as this was over two years ago I believe. Could a virgin media customer service rep please resend this to me that would be great. Thanks in advance.Cancellation period whilst in dispute
Should I cancel my broadband to avoid the cancellation fee whilst in dispute with Virgin Media? My broadband was 161 days late being installed, with 2 missed appointments happening along the way. According to VMs policy I should be due in the region of £1,050 in credit. VM have offered £150 which doesn’t even cover the cost of the replacement broadband I’ve had to get to tide me over. Should I cancel my VM broadband (I still have broadband from my other supplier) whilst still in the 14 day period or leave it going whilst the dispute plays out? I'm currently waiting on my information request to be fulfilled so I can take it to OFCOMIncorrect Late Payment on Credit Report
Hi All, Recently tried to renew my mortgage and discovered that Virgin Media have added a late payment marker to my credit file, even though this payment was not late and I had previously been in discussion with Kath on this platform regarding this payment as it was higher then normal for that amount. I've checked my bank records and this was taken inline with my normal virgin media payments. This was in November 2023 and since then I've been declined for a credit card and my mortgage. This is greatly upsetting and is impacting me financially for something that is not my issue. I'd appericate this sorted as soon as possible. I've also emailed the complaint line and will be reaching out to anyone else in Virgin Media about this as its frankly unacceptable that this occured when the payment was not late as it was taken from my account at the same time as all other payments.Account in Default
Hello, I moved houses last year and VM wasn't available in the new area. From July until October they kept billing me because the Movers Team missed the email I had sent with my new contract. They admitted to the fault on the phone, removed the charges and asked me to send equipment back. I sent it back, post returned to me, said someone was going to pick it up but never did. It was finally picked up last month, some hard searches have been removed from my credit files but now my account is showing as "default". I have emailed them to adjust my credit file but have not heard back. Is there anything I can do? I am still waiting for them to remove the "missed payments" from my account as well. Thanks.Bill Overpayment but No Credit Given
Hi there, Bit of an odd one. Since October 2023, we have been paying £76 for our WiFi package due to some confusion and inability to access bills online (flatmate moved out with login details). We have now restored access to this and have seen that our bills are set to 26.50 per month. However, until February, we continued to pay £76 per month using the online "Quick Pay" system, not direct debit. As a result, we expect our account to be in credit for ~£198. However, we are only in credit for just over £50. We have not stopped paying our bills (though we have now been advised to not pay until April per customer service). However, we believe we should be in more credit than we currently are. Customer service were unable to give us the card details of the card used to pay online (we wanted to check that we are paying into the correct account, despite using our post code and surname as per "Quick Pay") nor are they able to tell us how much was paid into "Quick Pay", just that the bill of £26.50 was paid in full. What on earth do we do now? We have lost a significant sum of money to the ether and no one on the customer service line is able to tell us where it has gone.Virgin Media kept sending me false bills and ruined my credit report!
I had a nightmare with Virgin Media trying to close my account and get back my money for over one year in 2019 to 2020. I terminated my contract with Virgin Media by phone on April 20, 2019. But instead of closing my account as they should have, they left it open and continue to deduct monthly payment from my bank account using Direct Debit for another 3 months(total of £105). I cancelled the Direct Debit in July and raised multiple complaints on July 18, Sep 04, Nov 22, Dec 03, and Dec 10. Every time after a long waiting and explaining to a different operator, he/she would apologised and acknowledge the mysterious error that they can’t explain and promised to terminate and refund my account immediately, which never happened. On Jan 3, 2020, I received another email from Virgin Media asking me to pay a bill of £128.34. So decided to raised a complaint to CEDR. (case no: 588054). It wasn’t really a dispute, as both VM and I agreed that my account should have been closed long ago and the £105 to be refunded. The problem is they never executed it. On Feb 14, 2020, I accepted Virgin’s settlement offer to close my account and refund £105 that it deduced from me after my account should have been terminated. However, Virgin Media did the “promise something but do the opposite” trick again. This time it even hired a collections company to send me a letter asking me to pay £92.09 on March 19, 2020. After re-opening the CEDR complaint again and many hours wasted in explaining, I received the refund cheque of £105 from Virgin Media in May. I thought this torment had ended there. But in 2023 I did a credit check and found that Virgin Media had stained my credit report for 3 months arrear of the bill that was generated completely by their mistake. This is outrageous! I would like to request VM to take off my arrear history immediately and apologise to me.
