VM continues to bill you on the normal schedule right up until the day you are disconnected.
When is your direct debit date for the 28 Nov to 27 Dec 2024 bill?
Hi tigger137,
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 you were unaware of the billing process during your notice period.
During the 30 day disconnection period, your billing will continue as normal so you may notice that you're billed for time after your scheduled disconnection date. This is due to our system billing you based on the services that are live at that time. Once your services have been disconnected you will receive a final bill a few days later. This will included a pro-rata credit for the time you've already been billed after your disconnection date. If you are due a refund this will be sent 35 days of your disconnection date. If your Direct Debit remains active then the refund will be paid into your bank account directly. If you cancel the Direct Debit then we would send a cheque to the account address.
Hopefully this explains things for you however if you need any further help, pop back and let us know so we can advise further.
Thanks,
But this isn't what it says on the website. And it isn't what I've been told in an email today.
The 'Resolutions Team' email says, "Upon investigation, I see your account is set for cancellation on 11/12/24 as your final bill is 73.27 GBP due on 30/12/24.Here’s a summary of the complaint outcome and what we propose as a resolution: To fix this, as per record your account is set for cancellation on 11/12/24 as your final bill is 73.27 GBP due on 30/12/24 after paying this you will get full and final settlement cheque for 109.73 GBP which will be paid to you after 45 days of cancellation".
So yours is now the 4th version I've been given! None of which tally with the information online where it clearly states, "You'll only pay for the days before you disconnect on 11 December, even if your usual billing period is longer. Your direct debit amount will be adjusted so you only pay for the days up to your disconnection date".
That statement makes no mention of having to pay a full month ahead, let another full month long after the service has been disconnected. It doesn't say anything about then having to wait for a refund, possibly by cheque. There doesn't seem to be any room for ambiguity, to me it reads quite clearly that you know you are disconnecting me on 11 Dec 24 and despite that being in the middle of the billing period you will adjust the direct debit so I only pay for the days up to disconnection. All of which seems perfectly fair and logical. Yet I currently have no idea whether you will do the stated fair and logical version, or one of the other 4 versions I've been given, or perhaps something else altogether!
