Virgin media cancelled but still being billed

Roland_Sausage

I called Virgin a couple of weeks ago to cancel my service. Cancellation date of 5th June agreed. I was already paid up to the 7th June anyway so I assumed I would get a small refund for the couple of days.

Now they have produced another bill, the one that I was was expecting to be the final bill showing the small refund, but instead it is asking for rental for 8th June to 7th July :mad:

Is this normal for them, ie will they take this payment and then refund it again after the billing system realises the account is closed? Or have they just messed up and not processed the cancellation properly...:(

kwikbreaks

Phone them.

thehaggler

yeah phone them it'll be a fault with their system all money paid will get refunded to you

debsy42

It's not a fault with the system, it's just the way their billing system works.

You'll get your money back of the advance charges you've paid from 6th June - 7th July, As you're not disconnecting until 5th June and the services are still active until then the system can't forward cancel services (if that makes sense) until the day of disconnection.

Roland_Sausage

debsy42 wrote: »

It's not a fault with the system, it's just the way their billing system works.

You'll get your money back of the advance charges you've paid from 6th June - 7th July, As you're not disconnecting until 5th June and the services are still active until then the system can't forward cancel services (if that makes sense) until the day of disconnection.

Thanks for confirming.

I did consider phoning them to ask, but always find that call centres (not just VM) tend to give conflicting or incorrect information on such matters.

debsy42

I used to work for them many moon ago and it was something we used to get asked quite often and in fairness it is very confusing for customers, why am I still being billed if I'm cancelling my services.

Van_Diesel

At the end of any contract i cancel my DD a month beforehand.
I prefer to see what they say i owe and pay it myself rather than argue for a refund of any overpayment after the fact.

Roland_Sausage

That's the accout now disconnected, but the system is still going to take payment on the 9th for another month, which I gather will then be refunded when it catches up and notices.

Would it be ok to cancel the direct debit now, as Van Diesel says above? Surely the worst that can happen is that on the next billing run (the 19th) the system will realise it owes me a day or 2 and credit it back.

They won't attempt to chase me for an unpaid amount or anything, would they?

Francis63

I've just had the same issue. Paid by DD on 5th April. Cancelled on 12th. Handed over to Tenant on 26th. I'm not in a contract and as I'm referring the service on don't need to give the full 30 days notice.

They now want me to pay the next (future) DD on 6th May even though I'm already due a rebate on the last one! They say I must be paying in arrears, not in avance, which is simply not true.

The people in customer services have no idea how to handle the problem and just keep repeating what they see on the screen, which is wrong.

Hugely annoying.

kwikbreaks

Francis63 wrote: »

Hugely annoying.

It must be as you've bothered to post on a two year old thread where the reason was already explained.

Francis63

Not really Kwikbreaks. The reason is not the same. They had plenty of time to sort it out before the next bill due date (as would have been) - over three weeks. There's no excuse for it.

Thanks for your massively beneficial input though!