Final Bill when I'm still with VM

[Joe69420]

Hi, 

I have had an absolute nightmare dealing with VM during my moving process.
I had a new account set up without even being told whe I moved out as I was told all I need to do is  have the router set up at new address.

I had receilved an email for an oustanding balance with a final bill, this is directed to old account at my old address.
I have paid every time via direct debit and have not missed a payment, I have a new account set up where I paid a transfer fee and I am continuing the service, so I should not have a final bill as I am still with VM.
The old account has since been deactivated over the phone and there is no outstanding balance left, as this is an error.
I have even spoken to agents who have refunded me overpayments as I had been charged after moving out, paying for the service at both addresses until I was refunded.

[Beth_G]

Hi Joe69420

Thank you for your post, welcome to the Community Forums.

I'm sorry to hear you've had a poor experience when arranging your home move with us. Whenever a customer moves home and brings their services with them, a new account will be created for them under the new address. With the new account, there will be a new account number and possibly a new area reference depending on where they move to.

It does seem strange though that you have received a final bill, is it possible that you requested to cancel your account at the previous address and signed up as a new customer as the new address? Or did you specifically request a home move?

There will be a £20 admin fee for moving home which is usually applied to your first bill at the new address. This bill will also be a double-bill, due to pro rata charges. 

[Joe69420]

I specifically requested a home move, I have spoken to numerous agents on the phone and they kept misunderstanding and tried ro process it as cancelling which was infuriating.

I had already paid the admin fee and paid the double bill, so payments are up to date on my new account.
What can I do about this final bill on my old one?

[David_Bn · Accepted solution]

Thanks for coming back to us @Joe69420,

Check out the envelope in the top right hand corner for a private message from me, and we can look into the billing on both the former and current accounts to ensure that all dates are covered and there is no duplicate charges for the same date.

Thanks,

David_Bn

[Joe69420]

I have replied, thank you 😊

[Joe69420]

Hi, I have been inboxed by 2 agents for security questions, but have not recieved replies form them in a few days.
I've started receiving letters regarding the missing payment now, could somebody please follow this up? Thank you

[Matthew_ML]

Hey Joe69420, thank you for reaching out and I am sorry to hear this.

Please do not worry, they will reach out when they can do it is not an instant reply on here.

Please feel free to send a follow up.