Forum Discussion

drowned's avatar
drowned
Tuning in
5 months ago

Cancelling Virgin

My account is set to be cancelled on September 14th, but today I received a bill for the next period after my contract ends.

I tried reaching out to live support, but after 15 minutes of going in circles about why I’m cancelling, I gave up. I have the chat transcript from when I initially submitted my cancellation request, which was more than 30 days before the end of my contract, so I’m confident I followed the correct process. However, based on past experiences with Virgin, I know it can be really difficult to get a refund once they've taken money.

Should I just ignore this bill?

Also, how do I return the equipment? It’s already unplugged and taking up space in my office, so I'd like to get rid of it as soon as possible.

  • Tudor's avatar
    Tudor
    Very Insightful Person
    5 months ago

    You should definitely pay the bill. You could end up with a ‘black mark’ on your credit reports and they are extremely difficult to get removed even if it was an error not by you. The VM finance collection of fees department seems to be the only very efficient one! A VM staff member will get to your post in a day or two.

  • Robert_P's avatar
    Robert_P
    Forum Team
    5 months ago

    Hello drowned

     

    Sorry to hear of the billing confusion fallowing your disconnection request, we appreciate you taking the time to raise this via the forums.

     

    As with all customers, we continue to bill customers up until the date the disconnection of service is completed. At that time, a final bill will be produced which will take into account any funds taken or raised via the previous bill.

     

    If any funds are taken via Direct Debit, these are returned via cheque within 35 days of the disconnection or a revised final bill to cover the services up until the disconnection. We wouldn't recommend cancelling your Direct Debit as any missed payments can lead to adverse information being recorded against your credit file.