Forum Discussion

JamesCC's avatar
JamesCC
Joining in
20 days ago

Incorrect final bill

Hi, I seem to be having a common issue. I provided 2 months notice that I was to be cancelling my service, scheduled for 17th Jan, and I received confirmation that this was scheduled and fine, and it appeared as so on my online account. I paid my normal bill for 11th Dec - 11th Jan, but I’ve now received a final bill cited as twice my normal monthly bill and no way to contact anyone to challenge this? I should only be paying for my final 6 days, which definitely isn’t in the hundreds!

  • newapollo's avatar
    newapollo
    Very Insightful Person

    Hi JamesCC 

    Does the bill state it's the 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 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.

    The following page details how trhe final bill is calculated

    https://www.virginmedia.com/support/help/billing-and-payment/bill-explainer/my-final-bill-explainer

    • JamesCC's avatar
      JamesCC
      Joining in

      Hi,

      Yes it states it is my closing bill. It also says I owe in excess of my usual bill sum for last month (Dec-Jan) due to a late payment charge, whilst I paid my bill as usual for that month by direct debit. And then it also says I have a package payment due for 20th Jan -  20th Feb, which isn’t even my usual billing cycle?

      • Molly_T's avatar
        Molly_T
        Forum Team

        Hi James CC 👋 welcome to the community forum! Thanks for posting. 

        Sorry to hear that you are leaving, and these subsequent billing concerns! We'd need to take a closer look at the account to see what's happening and offer further support. 

        I will send you a PM to confirm a few details, and help get things sorted. You can find this in your Inbox ✉ at the top right corner of the page. 

        We can then return to this thread with an update when possible. Thanks for your patience in the meantime! 🌞