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atmadden's avatar
atmadden
On our wavelength
2 months ago

Closing bill incorrect, charging me over £170 in error

I gave my notice to end my contract by phone on 17 Feb 2025 by phone. My contract ends on 25 March 2025. All seemed ok on the phone, I had an email and text message confirming my contract would end on 25 March.

The handler on the phone confirmed my next bill was 92.39 which was slightly higher than usual as it was billed up to 31 March. He advised I would get a refund for the additonal amount when the March closing bill comes round.

Got the March closing bill today which is titled "Closing bill" on my account and instead of the refund of the overpayment from 25-31 March, I've been billed until 30 April at £172.10 which is over a month after my account is finished. Obviously all the discounts I previously had have dropped off now, hence the high bill.

There is accompanying notes explaining the final bill, saying you will only be charged up to your disconnection date of 25 March.

Can somebody please look into this and get it corrected as I should be getting a credit not a further charge. I cannot afford to pay £172.10.

Thanks

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  • atmadden's avatar
    atmadden
    On our wavelength
    2 months ago

    After looking into this further it appears you still get billed as normal until your disconnection date. In my case 25 March.

    They will then produce your final bill a few days after. However if your direct debit date is close to this (mine is 4 April) you will still have to pay and get refunded 45 days later. 

    In my case there is a strong chance I will have to pay 172, over double the usual contracted amount of 77 and wait 45 days for this to be refunded. This is in addition to approx £15 owed to me from the previous bill.

    In this day and age this type of practice shouldn't be allowed, 45 days to refund is also a joke.

    I've been a customer for over 30 years. However we now have access to cityfibre and openreach broadband which is cheaper, has lower latency and symmetrical speeds. I cannot see me ever coming back to virgin.

    • Tom_W1's avatar
      Tom_W1
      Icon for Forum Team rankForum Team
      2 months ago

      Hi atmadden thanks for posting although we're sorry to hear of the concerns you've raised here.

      It is true that if a bill's been generated ahead of a disconnection date, it will be debited as usual and then you'll be refunded on a pro-rata basis.

      We do appreciate your concerns here, but by keeping your Direct Debit active it'll ensure we can transfer the refund back to you via BACS, as opposed to via a cheque refund so please ensure you keep it active.

      If there's any other help you need then please let us know.

      Many thanks