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londonarnold's avatar
londonarnold
On our wavelength
6 months ago
Solved

Still being billed even after disconnection

I sent in my Disconnection notice and received a confirmation from your Virgin disconnections department in Sunderland that all my virgin services would be disconnected on 26th August 2024, that’s to...
billing disconnection virgin
  • Derwentmailman's avatar
    Derwentmailman
    6 months ago
    londonarnold wrote:

    I sent in my Disconnection notice and received a confirmation from your Virgin disconnections department in Sunderland that all my virgin services would be disconnected on 26th August 2024, that’s today and the end of the billing cycle. 


    We have this bill that came on 17th August 2024 for the 26th August to 26th September cycle which says it must be paid by 3rd September 2024, even though Virgin have confirmed our services were disconnected on Monday 26th August 2024.

    Please can you advise us how to get Virgin billing to update everything to reflect our account is now closed, all our revives have been terminated, and there should be no more bills from Virgin.

    Thank You

    According to the section in the VM Refund help page

    You would get said refund up to 30 days after they have disconnected you.  I would hope that VM calculates the final bill before the 3rd September payment is taken but somehow I suspect not.😬

Derwentmailman's avatar
Derwentmailman
Up to speed
6 months ago
londonarnold wrote:

I sent in my Disconnection notice and received a confirmation from your Virgin disconnections department in Sunderland that all my virgin services would be disconnected on 26th August 2024, that’s today and the end of the billing cycle. 


We have this bill that came on 17th August 2024 for the 26th August to 26th September cycle which says it must be paid by 3rd September 2024, even though Virgin have confirmed our services were disconnected on Monday 26th August 2024.

Please can you advise us how to get Virgin billing to update everything to reflect our account is now closed, all our revives have been terminated, and there should be no more bills from Virgin.

Thank You

According to the section in the VM Refund help page

You would get said refund up to 30 days after they have disconnected you.  I would hope that VM calculates the final bill before the 3rd September payment is taken but somehow I suspect not.😬

  • londonarnold's avatar
    londonarnold
    On our wavelength
    6 months ago

    As ever it’s the case where I’m nearly deaf, and cannot hear even with hearing aids, I’ve never been able to get through, even when Virgin phone me, I am deaf and cannot hear even with hearing aids, I live alone and there is no one else to take the call, it’s critical and has been for a long time.

  • londonarnold's avatar
    londonarnold
    On our wavelength
    6 months ago

    Thanks for replying Derwentmailman, I appreciate that and even more so as today is a Bank Holiday in the UK, so I’m going to start by wishing you a great day!

    I just hooe and pray my services are disconnected, as per the letter which I have here if you need to see it, and then within the 30 days the correct final bill should be for £0.

    The equipment is rather old and I’m ready to return it, it’s a Hub 3 and 500 TiVo box, I’m not sure if Virgin said they reclaim their outdated tech, but it’s here ready to be returned, once I know where to send it or take it locally here in London.

    Thanks again Derwent, perhaps a Moderator can shed some more light on this, have a great Bank Holiday and ongoing Holiweek, month, year, life.