VM continues to bill you on the normal schedule right up until the day you are disconnected.
When is your direct debit date for the 28 Nov to 27 Dec 2024 bill?
As I have said to Kath_P, this isn't what it says online.
However, if they were only going to take the 28 Nov 24 payment and then give me a refund afterwards it wouldn't be so bad. Well, if that refund was correct of course! But I've now had 4 different version in addition to what it says online.
As for sending the kit back, that's another story in itself. When I cancelled I explained that I may be moving home before the disconnection date. I asked them to send me the box for returning the kit now, just in case. No, they can't do that. It won't be sent out until after the disconnection date. All they could suggest was that if I am going to move before, I should phone and let them know. Okay, and you'll send the box out then? No, still can't be until after the disconnection date! So if I haven't had the returns box before I move, I've got to take the kit with me and hope they send the box by Royal Mail so it will get redirected. Failing that, I'll have to phone and spend who knows how long in the queue to ask them to send another box to my new address. And, of course, hope that this can all be done so I can get the kit back to them in the allotted time so I don't get charged.
I can't help but think that this policy is yet another one designed to make it as difficult as possible for anyone who has the audacity to cancel - even those moving somewhere VM don't offer any services, like myself. By making it difficult, they increase their chances of being able to charge for kit that isn't returned.
Hi tigger137, thank you for reaching out and I am sorry to hear this.
Please do remember we do bill right until the day of the disconnection, then we would send you a final payment and once any kit and the bill as we been paid we would send a cheque refund out within 45 days of this.
We continue to bill you as usual until your disconnection is complete. This helps to make sure your final month of service isn't interrupted. You will therefore probably see charges that go beyond your disconnection date, normally because your cancellation date takes effect mid billing cycle.
You can also take the kit back to any O2 shop if this is easier or we can help you get some packaging sent out?
Of course I know you bill me up to disconnection, it isn't as if I'm asking for anything for nothing. In fact, when it is disconnected on 11 Dec 24 I will already have paid you up to 27 Dec 24.
I think yours is now the 5th or 6th supposedly official VM version of what will happen as you say 45 days after cancellation for the refund whereas yesterday Kath_P said 35 days.
No-one has yet explained why the 'Resolutions Team' say I will be billed not only on 28 Nov 24 (for up to 27 Dec 24) but again on 30 Dec 24, several weeks after disconnection.
