Account Closure

Hi matthalion 

Virgin continue to bill you as usual until your disconnection is complete. This helps to make sure your final month of service isn’t interrupted.

You will therefore probably see charges that go beyond your disconnection date, normally because your cancellation date takes effect mid billing cycle.

Once your services are fully disconnected VM recalculate what you’ve used and send an adjusted final bill  detailing any credits you may have for the services you haven't  used. They then refund those monies.

For example my billing date this month is 23rd, but it covers the services between the 19th September and 18th October. So if my services  were cancelled and disconnected on 25th then I would expect to receive a revised Final Bill with credits to cover from 26th September to 18th October.

Hi @newapollo

Yes I understand that, my problem is that I have received a full bill for a new billing period i.e., my billing period ended on 25th September and a new one runs from 26th September to 25th October. If my service disconnected on 5th October I would expect some balancing to be done for the amount paid for the period in advance vs the cancellation date but what has happened is I have received a full service bill for 26th October to 25th November which they will take payment over DD on 29th October despite my contract ending on 5th October. Does that make sense to you? I fail to understand how this works since that billing period starts after the end of my contract?

It seems to be VM will bill for the period and only then work out what the balance is.  If there is monies due back, the user should receive this by cheque within a month I believe.  It is all very strange really.....