Service cancelled but sent new bill

[Mandy296]

Ive cancelled my services as of 17 Feb but yesterday received a new bill covering the period from 19 Feb 18 Mar. I don't have time to set aside half a day to get through on the phone and every time I try the chat function the agent spends forever to respond (but if I dare to leave it more than 5 minutes to respond the agent closes down the chat!)

I have also asked multiple times to be emailed the transcript of chats but have still not received any.

Please can one of the forum team help sort this out urgently 

[Kain_W]

Hi Mandy296,

Thanks for your post and welcome back to the community.

Many apologies for any confusion with this, as you are still within your cancellation period, the account would continue as normal in terms of the usual billing cycle until the account is closed as at any time you can cancel the disconnection.

Did you receive confirmation of the disconnection being placed?

[Mandy296]

I first contacted virgin 12 Jan, cancellation supposed to be 17 Feb the bill ive received is for 19 Feb -18 March. I can't see why I have been sent a bill for a period by which the cancellation should have occurred.

No dates on my email unfortunately,  all dates are in the online chat which I have repeatedly asked for copies of transcripts and not received. 

I do not have confidence virgin are going to action this correctly and feel I have no alternative but to cancel my direct debit and raise a formal complaint with the ombudsman. 

[japitts]

Until your services are actually cancelled, billing continues entirely as normal. Your disconnection could be cancelled at any point upto the 30day period, thus what you've described is completely normal process.

Only cancel your DD if you are fully aware of the potential consequences to your credit file, and are willing to risk those for upto 6years - search this forum for "credit file" or "default", numerous examples will be evident.

The Ombudsman will not accept individual customer complaints that haven't exhausted VM's internal complaints process first. https://www.virginmedia.com/legal/consumer-complaint-resolution-code-practice 

[Kath_P]

Hi Mandy296, 

Thanks for coming back to us on this one. We understand the frustration and confusion but as mentioned already, what you've described is normal process. Your billing reflects the live status of the account at the time so it's been generated in case you do decide to stay. 

Once your disconnection takes place, a final bill is generated 3 days later and this will include a pro-rata credit for any time you've been billed after your disconnection date. As you're unsure on whether the disconnection is going ahead, we can help with putting your mind at ease and confirming the date. In order to do that I will need to confirm some information with you to pass security so I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks, 

[Mandy296]

OK, so an agent confirmed to me my cancellation date was set for 17 February,  it's now 18th February and my services are still live. Which means I'm going to get another bill tomorrow and presumably not my final bill which should be acknowledgement of the cancellation and a refund of any payments made for services post the cancellation date. 

Can anyone help sort this out? Cancelling my virgin services has been one of the most frustrating processes ive ever encountered 

[Ayisha_B]

Hi @Mandy296 

I can see you have been speaking to my colleague, Kath, regarding this here.

She will respond to your most recent PM as soon as possible.

Thanks