Forum Discussion

Pomegranate21's avatar
Pomegranate21
Joining in
2 months ago

Cancellation and closing bill query

Hi, I wonder if anyone could advise as I've been waiting for someone to reply on webchat for over an hour...! 

Switched from VM to another provider - was meant to disconnect on the 11th of Nov but due to delays with the whole One Touch Switch system this wasn't done till yesterday. Received email and text from VM that my service will be disconnected today (21st Nov)

Questions:

1) it's nearly 9pm and my broadband and TV are still running - is this normal?

2) my closing bill doesn't seem right. On it, it says that I'm only being charged for services till my disconnection date (today) but it's a bill for 30th Nov - 29th Dec which is a much higher amount as I'm not longer on a contract.

Can someone advise? Thank you 

  • Matthew_ML's avatar
    Matthew_ML
    Forum Team
    2 months ago

    Hey Pomergrante21, thank you for reaching out and I am sorry to hear you are having some trouble leaving us, also a warm welcome to the community.

    Normally you would get cut off around midnight so yes this is normal as you pay for the full day.

    Please do remember we do bill right until the day of the disconnection, then we would send you a final payment and once any kit and the bill as we been paid we would send a cheque refund out within 45 days of this. 

    We 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

     

    • Pomegranate21's avatar
      Pomegranate21
      Joining in
      2 months ago

      Noted, thanks for your reply.

      My service has now been disconnected.

      My concern is that I have already paid until the 29th of November although my service ended yesterday- and the final bill generated covers from the 30th of November till the 29th of December.

      I assume I should just wait for further info once my kit has been returned and hopefully will be given a refund?

      Thank you 

      • Matthew_ML's avatar
        Matthew_ML
        Forum Team
        2 months ago

        We do bill until you are charged so until yesterday in your case.

        We will then send any final bills out, once this has been paid any any equipment has been returned if there is any refunds due you will get this via cheque within 45 days.