VM Took money from my account after account was closed

[stu3284]

Hi,

After around 25 years, I decided to leave VM. Gave 30 days notice and disconnection date was 4th Nov. Paid on 15th Oct what I thought would be final bill. Got an email stating latest bill due on 15th Nov. I rang up and they said its fine it won't be taken but it was. Account ended 4th Nov, I sent boxes back in the packaging supplied and on the 15th Nov they took another payment. Rang and waited 30 mins to be told apologies , it shouldn't have happened and we'll refund the money back within 7 days along with the unused refund from the previous month. Still nothing after 8 days so rang again to be told I'll get a cheque in 45 days as money couldn't be refunded as they don't have my bank details after my accont was closed. Strangely they had them to take the money out that in reality wasn't theirs to take.
Your service is now really shocking which was one of the reasons I left. That and the zero customer loyalty.

Stu

[goslow]

While waiting for a VM forum team reply ...

You can share your unhappy cancellation experience with OFCOM.

They launched an investigation into VM on 13 July 2023 specifically into VM's cancellation and complaints processes.

https://www.ofcom.org.uk/about-ofcom/bulletins/enforcement-bulletin/open-cases/cw_01275

Case ref. no. and an email at the bottom of the above page or submit with same info via the contact form

https://ofcomforms.secure.force.com/formentry/SitesFormCCTMonitoring

Submitting information won't help your individual complaint but it will contribute to the OFCOM investigation and it sounds like your experience is directly relevant to the terms of reference of the investigation.

[Paul_DN]

H stu3284,

Thank you for reaching out to us in our community and welcome, really sorry to hear about your experiencing  when canceling your services, when notice is given billing continues until the account is closed, if a bill is generated and the Direct Debit is active this would be taken as normal, although you advise the amount was taken on the 15th November this would have been generated before the disconnection  date, once generated the payment will always be taken unless the Direct Debit is cancelled.

We are sorry this was not advised and that you now have to wait for a refund.

Regards

Paul.