In January 2024, I moved to a new address but was disappointed to learn that Virgin could not provide their services there. They assured me of sending a £382 cheque for the account credit balance and compensation, but it never arrived, even after waiting for 5 months. Despite making several calls, Virgin's attempts to send another cheque or deposit the money into my bank account have been unsuccessful. Their online chat has also been inconsistent which has added to my frustration. Regrettably, other customers have faced similar issues, and I'm left with no other alternative than to escalate this matter to the ombudsman. As a long-standing customer of Virgin, this experience has made me hesitant to recommend their services in the future.
