Forum Discussion

mjm69's avatar
mjm69
Joining in
6 months ago
Solved

Further bill after disconnection date

I have given my notice to VM that I would like my services to end at the end of my 18 month contract, and received written confirmation that they will end on this date (4 Nov).

However, I have now received a further bill for the continuation of my package from 5 Nov - 4 Dec, to be taken by direct debit on 4 Nov, and at a higher rate than I have been paying previously (£135 compared to £75). Why am I still being billed? Should I cancel my direct debit to prevent this payment from being taken from my account?

Thanks in advance for any advice.

  • Hi mjm69 

    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 25th then I would expect to receive a revised Final Bill with credits to cover from 26th September to 18th October.

6 Replies

  • newapollo's avatar
    newapollo
    Very Insightful Person

    Hi mjm69 

    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 25th then I would expect to receive a revised Final Bill with credits to cover from 26th September to 18th October.

  • Thank you @newapollo - much appreciated. Will wait until the disconnection date (or shortly after) to hear from them, then!

  • Hi mjm69 

    Thanks for posting and welcome to the community. Sorry to hear you're leaving us firstly and that you have a bill confusion here. 

    Newapollo is spot on (thank you for helping). 

    I will send you a PM though to do security and can then discuss the specifics of your billing.

    Best wishes.

  • you guys finally made my final date 30.1.25 added four days on but confirmed due to complaint added £20 cr so I was like fine closed complaint now received email about being charged £35 bill about being charged for February month what is going on now I will be taking this to the ombudsman.

    • Nathan_B's avatar
      Nathan_B
      Icon for Forum Team rankForum Team

      Hi there surinder101 👋 Welcome back to the forum and thanks for your post 😊

      Sorry to see that you've had this incorrect bill. I'll certainly be happy to check this for you.

      I'll pop you a PM to confirm your details so this can be checked.

      Regards

      Nathan