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 MattNo Show - Cable pull - Bad customer service
Hello, I appreciate things go wrong at times, but I’m currently experiencing bad service from virgin media. I was supposed to have a replacement cable installed today between 8am and 1 pm and nobody has been to my property or communicated that they are late or not attending. I have had only intermittent or no service for over 4 weeks now. I did submit a complaint at the start of this process, and have tried to follow it up via the chat function, but every time I give my complaint number the chat is just ended. This has happened four times. I’m really not impressed, like I initially said I understand things go wrong but this is just bad service. Please can somebody contact me with an update, as I’m just being bounced around customer services at the moment.Poor customer service
Rang today as I have an issue with my stream box provided by virgin. And I also wanted to see what offers they have on as my contract was due to end. The staff member I first spoke too was very rude saying i would need a SIM card and landline to be allowed an upgrade and a new box. He transferred me to the install team and didn’t explain why! They tried to sell me a new contract for £54 I said no thanks I’ll look elsewhere and they just said okay bye! Just so rude so now I’ve switched to sky tonight, much better deal and better service!Company sending debt collectors to someone who doesnt have an account
I received a letter from bpo collections saying I owe money to them as virgin told them I owe them money. As I don't have an account with virgin I called bpo to inform them of this and they informed me that an account had been in my name for 13 years was being paid to an address in Slough and that the email and contact information for this person were different and not even my name! Despite this the collection agency refused to contact virgin to inform then of the discrepencies After speaking to an advisor who then hung up I got through to another who told me to just ignore the letter. And everytime I try to inform some one of this issue they go "you haven't passed data protection" how can I? I don't have an account! I'm constantly calling to get this rectified but not a single agent helps all I need is my name removed from the policy then they can update their records so my credit isn't impacted