Hi, jungcui6.
Thanks for taking the time to create your first post on our help forums and for joining the VM community, a warm welcome. 🙂
We're very sorry to read of this experience with the bill disputes, complaints raised and the issues caused regarding your credit score, this is definitely not the standard we aim for and we'd love to share our knowledge and help in the best way we can.
In general, a VM account can be closed once the services have disconnected/deactivated.
When raising a disconnection request it takes 30 days to action this, which means we also need to bill you up to the disconnection date as your last day with us.
This happens with the final bill we issue one day after the disconnection date, in case you had cancelled your Direct Debit before this bill came out this could have caused issues with closing your account (we need to clear any remaining balance too so we close this).
Of course this does not mean you're at fault based on what followed and if we provided a resolution which was not actioned, for this we can support you by reviewing the info and data to understand more and resolve this matter.
As we will require a closer look into what's happened so we can assist, I'll send you a PM here shortly to do that.
Please, check the top right-hand side of our page to find a little white envelope.
Click on this and you'll see my message.
Thank you for the explanation. However it doesn’t apply to my case.
Hi, jingcui6.
Thanks for sharing more, I've messaged you privately and waiting for your reply so we can look into this together.
Cheers,
