VM dont seem to want to pay credit back

Dave9946 · 05-07-2011, 17:18

We closed our VM account last month and the result was that the account was an effect £38 in credit (services payed in advance?) this was confirmed over the phone when enquiring on a final bill and when the final bill arrived. At the time we were told a cheque would be sent out, this was a month ago and well over a week since the last bill arrived yet no cheque has been sent.

My partner called them today when I was out about it and they seem to have suggested to my partner that they dont send out cheques and that the only way to get the credit back was to take up another service with VM which we are not willing to do for the forseable future.

So does anyone know if or how we can get this credit back because if they have had the money and the bill correctly shows they owe us, surely they have to pay us back than keep it against services we dont want at the moment?.

Sirius · 05-07-2011, 17:23

Quote:

Originally Posted by Dave9946

We closed our VM account last month and the result was that the account was an effect £38 in credit (services payed in advance?) this was confirmed over the phone when enquiring on a final bill and when the final bill arrived. At the time we were told a cheque would be sent out, this was a month ago and well over a week since the last bill arrived yet no cheque has been sent.

My partner called them today when I was out about it and they seem to have suggested to my partner that they dont send out cheques and that the only way to get the credit back was to take up another service with VM which we are not willing to do for the forseable future.

So does anyone know if or how we can get this credit back because if they have had the money and the bill correctly shows they owe us, surely they have to pay us back than keep it against services we dont want at the moment?.

You would expect that to be the case and i know when i left what was ntl for BT a few years back i demanded i was paid back the £60.02 they owed me, I have since signed back up with them but at the time i did not know if that would have been the case so i demanded the money back. It did take a good few letters, Phone calls and raised voices on the phone.

Dave9946 · 05-07-2011, 20:08

To be honest I think she just called the standard cs number. And at best they tend to deal with accounts and taking monies than closed accounts and paying monies back.

I'm 90% certain they have to pay it back. Just a little uncertain as to which department we need to speak to over it as the person she spoke to today was apparently certain and rather pushy we have to take another service in order to have that credit used. And seeing as we are not having any service from VM I find it difficult to see where there argument is over keeping monies paid for services not received and a bill showing a closed account it credit.

joglynne · 05-07-2011, 20:13

They do pay it back as my neighbour was in the same position last month. It also took them several phone calls before the money materialised, So I would ring again and not take any waffle about why they don't refund the amount you are in credit having settled your final bill.

**Rob** · 06-07-2011, 09:47

It isn't their money, it is yours. If they try to hold on to it accuse them of theft.

If you aren't getting anywhere with the standard call centre numbers then it might be worth an email to the CEO office.

The top and tail approach would be a recorded delivery letter setting out the claim and a reasonable timescale for resolution. I'd say 14 days from their receipt. If that is ignored it would leave you able to start to pursue matters through a small claims court. I'm sure Virgin wouldn't be happy about a court summons

BenMcr · 06-07-2011, 11:33

If it's definately an overpayment by you and as long as there is correct address on the system, then it should automatically send a cheque 35 days after the account closes - which means it takes up to 45 days to be received

If it's been over 45 days since the account was closed, then Customer Services can raise it to the Refunds team

I would point out there are some circumstances where a credit balance wouldn't actually be refunded - normally where the credit is Virgin Media themselves crediting the account, rather than as a result of a customer payment

Dave9946 · 06-07-2011, 11:52

Thanks for than Ben, we are certain it's money paid as at the time of the service termination we did call virgin to check what the final bill would be just so they did'nt try to put a hugh penalty charge on the account than anything. But my partner was toal that the account is actually in credit because the previous bill was paid about the same time as the service termination or something. In fact the final bill also confirmed the account was in credit.

If the last bill was paid just before service termination then does that mean the service (barring call charges etc) is paid in advance as there is no way VM credited the account for any other reasons\charges as the credit on the final bill is pretty much a full months service barring the small amount of call charges me made.

We dont mind waiting if it can take upto 45 days to receive. But I'd have thought there should be someone at CS we could speak to over the status of the cheque than be told they dont send cheques for refunds and have to take another service?.

BenMcr · 06-07-2011, 13:33

All that Customer Services can confirm is when the account is closed. The rest of the process is automatic and they can't see where it is until the cheque is sent (which if I recall correctly is then noted to the system)

Obviously they should be able to see why the credit is there, but saying you would have to take out services again is a bit odd

Charliedontsurf · 12-07-2011, 21:46

Quote:

Originally Posted by BenMcr

All that Customer Services can confirm is when the account is closed. The rest of the process is automatic and they can't see where it is until the cheque is sent (which if I recall correctly is then noted to the system)

Obviously they should be able to see why the credit is there, but saying you would have to take out services again is a bit odd

Its not odd at all Ben, its nothing more than an outright lie.

Dave9946 · 18-08-2011, 16:13

A little update on this issue. They did eventually send a cheque for an owed amount 2 weeks ago that was banked last tuesday (9th) along with cash on the same slip. Only after 7 working days the cheque seems not to have cleared according to a mini statement going back to the 12th.

So either there has been a problem getting it to clear, VM have cancelled it or another reason is the cause?. But surely a cheque from VM aught to have cleared within 7 working days?.

We are going to double check with the bank tomorrow but does anyone have any idea on how long these cheques take to clear seeing as it's took them well over 50 days to send it in the first place?.

Chad · 19-08-2011, 01:24

You might find it'll take 10 working days Dave.