Account Closure

[matthalion]

Has anyone had success in their account closure with Virgin?

Passed my contract end date (hurrah!) and yet they sent me a "final bill" for a period in the future wanting me to pay full amount? I don't think so!

Tried reaching out to Customer Service yet been on hold for over an hour to speak to someone after the person I spoke to couldn't help since my account is closed! None of the team will speak to me as I'm no longer a customer....

One more reason I am glad to be rid of them! If I can't get anywhere with them then I shall be instructing my bank to block all future transactions to Virgin as I don't owe them a single penny (in fact they should owe me since paid for a full month in advance but only actually used service for a week)

[newapollo]

Hi @matthalion 

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.

[matthalion]

Hi @newapollo

Yes I understand that, my problem is that I have received a full bill for a new billing period i.e., my billing period ended on 25th September and a new one runs from 26th September to 25th October. If my service disconnected on 5th October I would expect some balancing to be done for the amount paid for the period in advance vs the cancellation date but what has happened is I have received a full service bill for 26th October to 25th November which they will take payment over DD on 29th October despite my contract ending on 5th October. Does that make sense to you? I fail to understand how this works since that billing period starts after the end of my contract?

[Adduxi]

It seems to be VM will bill for the period and only then work out what the balance is.  If there is monies due back, the user should receive this by cheque within a month I believe.  It is all very strange really.....

[Vikki_M]

Hi matthalion

Thank you for your post and welcome back to our community.

What the community have advised is correct. You'll be charged as normal when there is a pending disconnection, however once the account closes, any refund due for any advance charges will automatically be applied.

Just to clarify, have you provided your 30 days notice to cancel with the team?

Please pop back to us when you can. 

[matthalion]

Hi Vikki_M

Yes, I have given and served my 30 days notice to cancel my service. I am now officially no longer receiving services from Virgin.

Despite this, I have had a bill generated for the next month cycle which is dated ~3 weeks in the future (26/10). I'm presuming this is a clerical error and I won't be expected to pay this? I tried contacting Customer Service earlier today but after speaking to someone about it they were unable to assist and said they needed to transfer me to someone else since my account was now closed but after an hour of waiting I never got through to anyone to help...

[Kath_P]

Hi matthalion, 

Thanks for coming back to us on this. If the services are disconnected now, you should have received an updated, final bill. This will provide a pro-rata credit for any time you've already been charged after the date your services disconnected. 

We can take a look at the account to ensure everything is in order for you and give you some specifics but in order to do that I will need to confirm some information with you to pass security. 

I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,