Forum Discussion

Unhappy21's avatar
Unhappy21
Joining in
5 months ago

Cancellation confirmed, but new bill after closing bill received

I'm at a loss of what to do, as I've contacted every avenue of Virgin Media (including now sending a letter!!!).

My cancellation was confirmed for 30th September. I have the email to confirm, and when I follow the link in the disconnection email, it still says I'm due to disconnect tomorrow (that is correct).

My 'Closing bill' was just a normal bill, until the middle of October. But fine, whatever, I don't have time to keep trying to get answers from Virgin Media. So I paid. But now I have received a new bill for the next period (middle of October to the middle of November). I will obviously not pay this, but really not keen on being chased by debt collectors, which I'm sure VM will sort... 

I've tried calling. I've tried the chat which then sent me to Whatsapp which has been unanswered for 6 days and counting. I've written a letter. What do I do? I don't even live at the address (or even in the country) anymore. I really don't have time to do all this **bleep**. 

  • paulguk1's avatar
    paulguk1
    On our wavelength

    I also have just left 2 weeks ago. Right up to my disconnection my bill showed a full amount going into October as if I had never requested cancellation. After I was disconnected it changed to a final bill with a credit from my disconnection date up to my direct debit date in October that will be my final payment. Wait until you get disconnected tommorrow and then keep an eye on your bill to make sure it changes as mine did.

  • newapollo's avatar
    newapollo
    Very Insightful Person

    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 30th then I would expect to receive a revised Final Bill with credits to cover from 30th September to 18th October.

  • Hey Unhappy21, thank you for reaching out and I am sorry to hear this also a very warm welcome to the community. Please remember we do bill a month in advance and bill right up to the day you get disconnected. 

    Once this has happened we would get the kit back off you via click and collect and send you any final payments, once this has been paid we would send any refunds out via cheque form within 45 days,