Forum Discussion

Keen1's avatar
Keen1
Joining in
4 months ago

£374 late fee showing on final bill, with email saying that its been covered.

Hey all, I recently moved to an area that was not covered by Virgin, they said if i showed them proof of adress the would cover the bill; Upon sending them the proof they said that the bill has been covered, fast foward to me checking my final bill on this website, it says that I still owe for the early disconnection fee. The other confusing part is that on the bill it says "Paid" in green, but the payment date hasn't passed yet.

Any clarification would be great, thank you.

George

payment
  • Zach_R's avatar
    Zach_R
    Forum Team
    4 months ago

    Hi Keen1,

    Thank you for your post and welcome to our community forums. We're here to help.

    I'm sorry to hear that you've cancelled your services with us due to our services not currently being available at your new home, and that you're facing some complications with the early disconnection fee.

    Was the disputed bill created before we had received and confirmed the evidence was valid? If so then I'm afraid the bill will always say that the early disconnection fee is owed - we can't amend a bill once it's been generated. However, if the evidence has been confirmed to be valid then we would've provided a credit onto the account balance which can then be refunded.

    When did you last discuss this with the team and what was advised exactly?

    Thanks,
     

    • Keen1's avatar
      Keen1
      Joining in
      4 months ago

      Hey Zach,

      I'm unsure as to whether the bill was generated before or after the evidence was collected, a bill came out for around 400 pounds, and i've recieved no further information regarding a credit to cover it, anu idea how i can refund the account balance?

      Thanks,

      George

      • Ashleigh_C's avatar
        Ashleigh_C
        Forum Team
        4 months ago

        I'm so sorry to hear this Keen1 and thank you for popping back to me. 

        I'm going to pop you a private message so we can take a closer look into this. I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.