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The telecoms regulator has told Virgin to reimburse 100,000 customers a total of 3 million euros in reimbursements.
Irgin continued to charge clients after the cancellation of services. Then he did not reimburse customers.
Virgin has until March 31 or to reimburse all 100,000 customers. The average refund to the client will be € 33.
Comreg has issued a statement regarding its investigation into the issue and Virgin’s so-called “post-cancellation charges.”
“The company did not proactively reimburse customers and instead held the money in dormant accounts,” the watchdog said.
The practice of withholding credits goes against sections of the Communications Regulation Act of 2002.
“Following its investigation, ComReg informed Virgin Media that it intended to seek a restraining order from the Superior Court requiring Virgin Media to cease this practice,” the regulator said.
“On December 16, 2020, Virgin Media offered formal commitments to ComReg that will see more than € 3 million reimbursed to affected Virgin customers. Refunds must be paid by March 31, 2020 to over 100,000 customers. The average refund amount due to customers Virgin Media is refunding is € 33 ”.
Comreg also said that Virgin Media will now review all other credits on any dormant accounts and will refund those credits to customers by June 30, 2021.
“Virgin Media will not allow credit to remain in closed or inactive accounts in the future,” he said.
A Virgin Media spokeswoman said: “Virgin Media takes regulatory compliance extremely seriously and it is our position that we fully comply with all of our regulatory obligations.
“Virgin Media has proactively cooperated with ComReg throughout this process and we note that the investigation has concluded.”
Virgin Media has established a dedicated helpline – 1800 941 770 – for customers to call regarding the refund process and will post information on its website for customers affected by the issue.
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