I've recently moved to a new home which wasn't yet connected, so it required an engineer install. When setting up the move, I was told that my direct debit will change, they will add an extra £20 or so for the installation, which is fine. However, once the installation was done, I was told that more stuff changes - I got a new device and new account number. Later on I found out that I also got a brand new direct debit - the price of the service plus the additional £20, tied up with the new account. But then the old direct debit is still there.
Has anyone else had similar experience? Should I be worried about getting billed twice?
Did you have any VM email addresses set up under the old account. If so, and you want to keep using them, you should make sure that a 'Move and Transfer' is performed from the old account to the new account. The Forum Team staff should be able to assist you with this.
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That's the problem the direct debit is not "cleared" - it still shows the old price. I've seen them modify the direct debits, where the actual amount is missing, but that's not what I see right now. In this case, I can see both accounts in the billing section of the VM website. I can see that the remaining period for the old address has been refunded in the form of credit on the VM account.
I am always wary about cancelling direct debits, as it can bring troubles on its own.
Thanks for posting and welcome to the forums. I am sorry for any confusion this has caused. Because it's a new account, it would be a new direct debit, however I understand the confusion it may cause on a bank account when viewing active Direct Debits. As long as there are no charges or bills due on the old account, you should be fine to cancel that direct debit 🙂