New bill raised with two months package price after cancellation

[ssheldenkar]

I requested cancellation of my VM services in November giving 30 days notice to disconnect on 24th December 2023 at the end of my contract. I received the email confirming they are "sorry to see me go" so I know the disconnection was processed, and I received a final bill in December with a small amount to cover the remaining period of service.

However I have now received another bill covering the period from 21st January to 20th February (with some random extra late payment charges thrown in) even though I never asked to be reconnected. I've been trying to get through to customer services but can't get through. Please let me know how to reverse this new bill and get the contract properly disconnected. I have submitted a complaint on the website form already but it seems this can take weeks/months to process!

[Kath_F]

Hi ssheldenkar, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear there has been some confusion over your disconnection and bills. This is something we can certainly check for you but in order to do that I will need to confirm some information with you to pass security. 

I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,