Was a customer for a long time. Found the service to be reliable in that time. Switched to BT because Virgin would not do a package without TV and it was too expensive. They still charged me after my cancellation date. They explained this by saying they bill in advance and the bill was generated before the disconnection date. I was not warned of this when I went through the cancellation process. They then expected me to wait 40 days to receive a refund by cheque. I complained and was instructed to raise an indemnity claim with my bank. Apparently it is completely impossible to refund me themselves. My advice to anyone leaving Virgin is to cancel your Direct debit as soon as you have paid your final bill as they will absolutely continue to charge you.
2 months ago
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Alice, Customer Support

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