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JamesB1's avatar
JamesB1
On our wavelength
2 days ago

Closing Bill

Hi, I do hope that you can help me with this: I moved house recently to an area that was not served by Virgin and had to cancel my account with the last day of service being April 8th. I received a bill of some £90 which was paid by Direct Debit. Having been assured when I closed the account that, there would be no cancellation charges, I was very much surprised to receive a Bill the following month of £576.92. I contacted Virgin and after a very protracted phone call I was told that the previous operator had made a mistake and not forwarded relevant information but that I did not need to worry as all the £576.92 would be "covered" and I did not need to pay anyone. However, I have just received a bill for £116.97 as only £459.95 was credited to my account. I have tried contacting Customer services but 150 is not working for me and on dialing 0345 454 1111 when I key in a certain option on the keypad I am told I haven't entered anything! I was sorry to have to leave Virgin and should they provide a service at my new address in the future, I would seek to return. Can you help me with this matter, please?

Thanks & Regards, Jim.

1 Reply

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  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    2 days ago

    Hey JamesB1, thank you for reaching out and we are sorry to hear about your billing issue.

    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.

    This looks like it is the final bill after the team have added he credits on to cover the leaving fees.