I cancelled my broadband contract and my final bill includes a £7.50 late payment fee stating the previous month's direct debit wasn't paid in full. The direct debit came out the same as every other month and was paid in full as per usual. Why do I have a late payment fee added to this bill which is complete fabrication?
All bills paid by DD with no issue, cancelled my contract and the final bill today shows a late payment fee which is complete nonsense. This had better not flag on my credit file.
This happened to myself last week. VM are clearly aware of this issue but for some reason choose to ignore the problem with their billing systems. I'm sure a VM rep will contact you shortly to sort this mess out, the reps are very good, it's not their fault.
Welcome to our community forums and thank you for your first post.
Sorry to hear you may have been incorrectly charged a late fee. This is not the level of service we look to provide and we want to best help. To best look into this issue, I am sending you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.
Thanks,
Thank you for working with us lisapallent53 to resolve this issue. Please do not hesitate to contact us if you need any further help.
Thanks,
I have also had this happen to me! My bills are always paid by direct debit, it appears that this is a common thing once customers are leaving 😞
Did you get any help with your issue?
Hi beckyc221,
Sorry to hear you've experienced the same issue. I'll be more than happy to take a look into this for you.
Please look out for my message I've sent you.
Thanks,
Hi. Yes they contacted me on here and could find no reason for the charge. They are sending me a refund via cheque and are checking to make sure a late payment notice won't get sent to the credit agencies. I was more concerned with my credit score potentially being affected than the £7.50.
Hope you get sorted
Thanks for getting back to us lisapallent53
I can see that my colleague Akua is monitoring your issue on your behalf. I will therefore leave you in her very capable hands.
Regards
Lee_R
This is happened to me as well. It's really difficult to cancel a contract with VM. They offered to extend the contract 18 more months but just for these reasons I'll not sign a contract and happy to pay more as they're charging you a lot more at the end of contract. Now, my credit score will be affected as well because of a late payment fee they charge even though I paid on time with direct debit. This is not right and stay away from them.
Hi nedimsogut thanks for posting and welcome to our community.
I am sorry to hear you've been incorrectly charged a late payment fee. And for any inconvenience this may cause. I would like to take a look on your behalf. I am going to send you a private message. Please keep an eye on your inbox in the top right of your screen.
Regards
Lee_R
No reply for 2 weeks and I'm still waiting.
I have also had a late payment fee of 7.50 added to my final bill as well as 6.38 in early disconnection fees when I am disconnecting on the date it says on contract that I would not incur those. I have checked that the most recent direct debit payments have gone out on time. I would appreciate if a representative could assist here.
Something seems incorrect with the cancellation process whether it is machine or human related and probably should be further investigated.
Along with putting me onto a new 18 month contract after moving home without any changes to my package, it just seems the treatment of existing customers is generally poor and is one of the factors in why I have chosen to leave.
Responsibility lies with the person programming the machines - machines cannot be prosecuted for fraud - a human can, as well as a pick and mix of other offences including the easiest false accounting.
Good luck with your new provider after being put through hoops to cancel VM.
Hi gmarsh1,
Thank you for reaching out to us in our community and welcome, sorry to hear you have also been incorrectly charge £7.50 for a late payment after canceling, so I can help I will send you an invite into a private chat, look out for the white envelope.
Regards
Paul.
I too have been hit with a late payment fee of £7.50 despite paying by direct debit and on time.
I'd cancelled but a new package was offered to me. Yet my new bill for the new package says I didn't pay the full amount owed on my last bill on time when I absolutely did. Can a VM rep please reach out to me as I need to get this resolved.
