Cancelled contract - incorrect billing

[Paul_london]

I gave 30 days notice of contract cancellation on 23.10.23, I received an email that my services will be terminated on 22.11.23, which is fine. My service was terminated on 22.11.23 and I sent back the equipment which Virgin received, I got an email confirmation. I kept checking my account for last bill which said it would be £4.72… the bill was paid I think on 01.12.23, last night I checked the account and now it says there is another £4.72 charge from unpaid bill, also the detail of my last bill are confusing. It says I changed my package the day before my service disconnection, so on the 21.12.23 my package was removed and same package was added to my account so that’s why the extra 4.72.. I find this completely confusing and incorrect. Why would I change anything a day before my service was terminated (?!) can someone get back to me so we can resolve this issue.. thank you

[Paul_DN]

Hi Paul_london,

Tank you for reaching out to us in our community sand welcome, sorry to hear there has been some confusion around your final bill due to you believing this has already been paid, you advised the £4.12 was paid on 1st December, what is the date on the bill you received?

The date above is before you advised the payment was made.

Regards

Paul.

[Paul_london]

Hello, thank you for your reply, I posted 3 screenshots where you can clearly see the bill dates ( screenshot 1 top right corner) and that bill dated 22.11.23 was Paid (screenshot 2). There are 2 bills one dated 16.11.23 and the other one dated 22.11.23 for the same amount £4.72. Bill date 22.11.23 says Paid, I do not understand what package changes is the bill dated 16.11.23 talking about. I made no changes. I asked to terminate my contract 30 days prior. The bill 16.11.23 says I changed my package 1 day before my service was terminated which is incorrect. So I’d like to know why am I being charged for package change I didn’t make … £4.72 should have been my last bill charge … by looking at my bank account one amount was taken on 08.12.23 and that was £4.72, now I don’t understand from your side which bill or charge does that amount cover is it 16.11.23 bill for package change I didn’t make or 22.11.23 bill .. that’s what I’d like to find out

[Paul_DN]

If the amount shows on 2 bills this is generally because it wasn't paid and the second would be the remainder or the final bill, to make sure I will be happy to invite you into a private chat, please look out for the white envelope to accept.

Regards

Paul.