Still being billed even after disconnection

[londonarnold]

I sent in my Disconnection notice and received a confirmation from your Virgin disconnections department in Sunderland that all my virgin services would be disconnected on 26th August 2024, that’s today and the end of the billing cycle. 

We have this bill that came on 17th August 2024 for the 26th August to 26th September cycle which says it must be paid by 3rd September 2024, even though Virgin have confirmed our services were disconnected on Monday 26th August 2024.

Please can you advise us how to get Virgin billing to update everything to reflect our account is now closed, all our revives have been terminated, and there should be no more bills from Virgin.

Thank You

[Derwentmailman · Accepted solution]

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@londonarnold wrote:

I sent in my Disconnection notice and received a confirmation from your Virgin disconnections department in Sunderland that all my virgin services would be disconnected on 26th August 2024, that’s today and the end of the billing cycle. 

We have this bill that came on 17th August 2024 for the 26th August to 26th September cycle which says it must be paid by 3rd September 2024, even though Virgin have confirmed our services were disconnected on Monday 26th August 2024.

Please can you advise us how to get Virgin billing to update everything to reflect our account is now closed, all our revives have been terminated, and there should be no more bills from Virgin.

Thank You

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According to the section in the VM Refund help page

You would get said refund up to 30 days after they have disconnected you.  I would hope that VM calculates the final bill before the 3rd September payment is taken but somehow I suspect not.😬

[londonarnold]

As ever it’s the case where I’m nearly deaf, and cannot hear even with hearing aids, I’ve never been able to get through, even when Virgin phone me, I am deaf and cannot hear even with hearing aids, I live alone and there is no one else to take the call, it’s critical and has been for a long time.

[londonarnold]

And now I’m worried that even though Virgin confirm they have disconnected me from all services, they will keep on billing me, there’s no way I can pay as I’m deaf and unwaged unable to work.

[londonarnold]

Thanks for replying Derwentmailman, I appreciate that and even more so as today is a Bank Holiday in the UK, so I’m going to start by wishing you a great day!

I just hooe and pray my services are disconnected, as per the letter which I have here if you need to see it, and then within the 30 days the correct final bill should be for £0.

The equipment is rather old and I’m ready to return it, it’s a Hub 3 and 500 TiVo box, I’m not sure if Virgin said they reclaim their outdated tech, but it’s here ready to be returned, once I know where to send it or take it locally here in London.

Thanks again Derwent, perhaps a Moderator can shed some more light on this, have a great Bank Holiday and ongoing Holiweek, month, year, life.

[Derwentmailman]

Keep a check on the billing especially the link 'View bill in My Virgin Media' where you might see the effect of your service finishing and how it will effect your final bill/final credit

[londonarnold]

[londonarnold]

Thanks Derwent, that’s good information. There’s a closing bill, but I don’t know if that’s the close of the current billing cycle, as the main bill PDF indicates it’s for the upcoming advance of the 25th Aug to 26th September billing cycle, I can’t really screenshot that so we’ll because it mostly contains sensitive info like my name, address, account number etc.

Well have to pay it before the deadline, or face certain consequences, but the terrible anxiety would now be that Virgin might assume the bill is paid to continue the services, which of course we terminated, and would only pay the incorrectly issued bill to avoid fees and other terrible consequences of non-payment, of course we still wish Virgin to please terminate and disconnect all our services they provided.

Thank You🙏👱‍♀️

[Matthew_ML]

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

Please remember we do bill a month in advance and bill right up to the day you get disconnected. Once this has happened we would get the kit back off you and send you any final payments, once this has been paid we would send any refunds out via cheque form within 45 days,

We can look at confirming the disconnection if you want via PM? 

[Derwentmailman]

You might want to have a good look at the final bill explainer sections