£374 late fee showing on final bill, with email saying that its been covered.

[Keen1]

Hey all, I recently moved to an area that was not covered by Virgin, they said if i showed them proof of adress the would cover the bill; Upon sending them the proof they said that the bill has been covered, fast foward to me checking my final bill on this website, it says that I still owe for the early disconnection fee. The other confusing part is that on the bill it says "Paid" in green, but the payment date hasn't passed yet.

Any clarification would be great, thank you.

George

[Zach_R]

Hi @Keen1,

Thank you for your post and welcome to our community forums. We're here to help.

I'm sorry to hear that you've cancelled your services with us due to our services not currently being available at your new home, and that you're facing some complications with the early disconnection fee.

Was the disputed bill created before we had received and confirmed the evidence was valid? If so then I'm afraid the bill will always say that the early disconnection fee is owed - we can't amend a bill once it's been generated. However, if the evidence has been confirmed to be valid then we would've provided a credit onto the account balance which can then be refunded.

When did you last discuss this with the team and what was advised exactly?

Thanks,