Forum Discussion

Derek_I's avatar
Derek_I
Joining in
2 years ago
Solved

overcharged after cancelling


I have received my final bill which covers the period 12th November to 11th December.

My 30 day cancellation period ends on the 23rd November.

The full amount has been taken from my bank account and no allowance has been made for the days after the 23rd November.

Can someone explain why I have been overcharged?
Note I already have an ongoing complaint C-031123241 regarding my phone line.

Thanks
Derek ….>

  • Beth_G's avatar
    Beth_G
    2 years ago

    Hi Derek

    Thanks for your post. Sorry to hear there's been a misunderstanding surrounding your bills.

    We do bill for services as normal right up until your disconnection date. This usually means that customers are charged for services for dates that surpass their disconnection date. Around 14 days after your disconnection, a final bill will be produced where we will credit back any payments owed to you. In your case, you'd see a credit back for services for the dates 23rd November - 11th December.

    You can find out everything you need to know about how we bill during cancellations here.

    I hope this helps - let us know if you have any more questions.

  • Beth_G's avatar
    Beth_G
    Forum Team
    2 years ago

    Hi Derek

    Thanks for your post. Sorry to hear there's been a misunderstanding surrounding your bills.

    We do bill for services as normal right up until your disconnection date. This usually means that customers are charged for services for dates that surpass their disconnection date. Around 14 days after your disconnection, a final bill will be produced where we will credit back any payments owed to you. In your case, you'd see a credit back for services for the dates 23rd November - 11th December.

    You can find out everything you need to know about how we bill during cancellations here.

    I hope this helps - let us know if you have any more questions.

    • Derek_I's avatar
      Derek_I
      Joining in
      2 years ago

      Hello Beth

      Thanks for your reply. I thought the closing bill was the final bill. Having now paid my closing bill I will receive a final bill which should show the credit amount, makes sense.

      Thanks

      Derek...>>

       

      • Matthew_ML's avatar
        Matthew_ML
        Forum Team
        2 years ago

        Unfortunately not sorry we do continue to bill right up until the disconnection date.

        Once this has been paid as colleague has mentioned any refunds do get sent back out. Cheers