Forum Discussion

davidwr94's avatar
davidwr94
Settling in
17 hours ago

Final bill

Hi,

I had a contract with Virgin which began on 22 December 2023 and covered an 18 month period under which I received a discount, therefore my promotional period would end on 21 June 2025 and the charge for my service would increase from 22 June 2025.

I gave notice of cancellation on 17 May 2025 and requested that my service be disconnected on 21 June 2025 (to avoid the charge increasing). This was all confirmed, received an email saying service would be disconnected on 21 June and that's exactly what happened - no issues there.

My final bill was issued to me on 20 May and I was charged almost double my normal monthly amount. The bill covered the period 26 May to 26 June (so after my service would have disconnected). I spoke to a virgin employee on live chat and they explained that they bill in advance and that the charge was higher than normal because it covered a period after my promotional period ended, but said not to worry as the final bill would be reviewed after disconnection and that the difference in price would be refunded back to me.

It has now been 45 days since disconnection and I have received no word from Virgin (other than to try and charge me for equipment I have already returned). So I contacted them through the live chat again to understand when I could expect my refund. The guy on the chat then told me that no refund was due as the final bill was "out of contract" and that the higher price was correct. Despite me explaining several times that this was not the case, he refused to accept that my service ended on the same date as my contract. My question is, what do I do now? I have my contract which clearly states that the increase in the monthly fee shouldn't occur until the 22nd June so I have definitely been overcharged for the service but no one at Virgin is willing to accept this.

4 Replies

  • japitts's avatar
    japitts
    Very Insightful Person
    17 hours ago

    I gave notice of cancellation on 17 May 2025 and requested that my service be disconnected on 21 June 2025 .....

    My final bill was issued to me on 20 May

    This bit of your tale doesn't quite add-up. If you gave 30days notice on May 17th, this would run until at least June 16th or thereabouts - you mention June 21st.

    On that basis, billing would continue until at least June 21st so the bill you received on May 20th cannot have been your final bill, but just a regular bill. The fact this covers time when you were scheduled to be disconnected is irrelevant, as - for billing purposes - your services remain live until they aren't. It sounds like the chat agent you spoke to had explained this process.

    I've no experience of how promptly, final bills are usually generated, but the guidance all refers to 45days. Hopefully the forum staff should be along in due course and can assist on this point.

    • davidwr94's avatar
      davidwr94
      Settling in
      17 hours ago

      It wasn't 30 days notice, it was just a notice of cancellation whereby it was agreed that my service would end on 21 June. 

      The bill I received on 20 May covered the period 26 May - 26 June (beyond my disconnection date). I subsequently received a final bill for £0 on 18 June. I understand that the bill can cover a period beyond disconnection, but it is my understanding that the extra days past my service end date would then be reimbursed

      • newapollo's avatar
        newapollo
        Very Insightful Person
        15 hours ago

        Virgin don't calculate and provide the final bill until after the cancellation is completed and all services are disconnected, so although you recevied a 'final bill' for £0 on 18th June, this bill was sent before your services were disconnected.  Does that bill actually state "Final Bill"?

        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 is the 23rd May, but it covers the services between the 19th June and 18th July. So if my services  were cancelled and disconnected on 21st June then I would expect to receive a revised Final Bill with credits to cover from 22nd June to 18th July. Any refund due would be sent out by cheque around 45 days after the disconnection of services so it would be sent out by second class post around 5th August.