A bill for a month after I’m leaving?

[Mikenwilf]

I was disconnected yesterday (9th Sept).  But today (11th) my closing bill shows a £55 package charge for the period 15th Sept - 14th Oct. and I had an email saying this will be direct debited on 23rd as usual.

[Daniel_Et]

Hi @Mikenwilf, thank you for getting in touch.

I can see you've spoken to the team since you posted. Has clarification on the matter been provided?

Please pop back to us at your earliest convenience.

Regards,
Daniel

[Geoff_H]

Same here. My last day was 13th and I just received a bill for £60. 91 for 15th Sept to 14th Oct. After getting dumped by the IVR system twice when I tried to speak to someone about the account, I opted for the "I want to leave" option and was finally able to speak to a human (Emily) who assured me that she had cancelled the charge and that in fact I was due a small refund. However, the £60 bill is still showing in my account, so I have little confidence that the charge has been cancelled.

You can't even leave without problems... Sad - and annoying. 

[Ashleigh_C]

Hi there @Geoff_H 

Thank you so much for your post and welcome back to the community forums, it's great to have you here. 

I am so sorry to hear that you have faced an issue with your bill. It does sound as though our team have arranged a cancellation of this for you already but I would be happy to check it with you further via a private message. 

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.

[Rosebush18]

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@Geoff_H wrote:

Same here. My last day was 13th and I just received a bill for £60. 91 for 15th Sept to 14th Oct. After getting dumped by the IVR system twice when I tried to speak to someone about the account, I opted for the "I want to leave" option and was finally able to speak to a human (Emily) who assured me that she had cancelled the charge and that in fact I was due a small refund. However, the £60 bill is still showing in my account, so I have little confidence that the charge has been cancelled.

You can't even leave without problems... Sad - and annoying. 

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This sort of thing can happen, it’s annoying but there is a degree of logic to it.

VM bill in advance and the ‘billing date’ doesn’t always correlate to the ‘contract dates’. So let’s imaging that you billing date is 15th of the month, you have cancelled as of 13th, but VM’s system will generate a new bill a week or so before 15th, on the grounds that you still are a customer and maybe, just maybe, you will decide to stay and reverse the cancellation - yes, OK, a little contrived but still!

So you get billed and they may well take the moneys nd then refund it.

[Geoff_H]

@Rosebush18

 Not quite. I gave notice on 14th August (as per the 30 day rule). So they had more than a month to tidy things up and stop the system generating a bill for 15th Sept to 14 Oct. I told them when I gave notice that I'd already signed up with a competitor, so there was no chance of me staying.

I appreciate what you're saying, but it doesn't apply in this case. VM had more than a month to get their act together, not 2 days. They just screwed up. 

[Lee_R]

Hi @Geoff_H thanks for reaching out and welcome back to our community.

Our system always bills a month in advance.  After a disconnection is completed, any advance charges on a bill that are past the date the services disconnect, are credited back to account.  If you wish us to take a look in your specific account, we can reach out to you privately, to take some details.

Regards

Lee_R

[HavencroftKev]

But this makes no sense, as Geoff_H mentioned he cancelled before the next billing cycle began so why wasn't the process stopped then when he cancelled? I also thought we always pay a month in advance too, so this makes this progress even more concerning. 

[Geoff_H]

Hi Ashleigh_C

I have replied to your PM, giving the details requested.

Thanks

[Lee_R]

Hi @HavencroftKev thanks for posting.

We will continue advance billing up until the point the disconnection completes.  We understand why you feel the way that you do. However, you'd be surprised with how often we as a company receive requests to reschedule a disconnection for a later date, or stop it altogether. As we say, any charges set for after the disconnection has indeed completed, would be credited back to the account.

Regards

Lee_R