Cancellation - Final Bill
 

So I cancelled my account on the 30th September, my instinct was to cancel my DD - but I was told not to.

I have just received my bill dated 12th October to cover the period 13th October to 12 November and to be taken on 5th November - WtF, I should only be paying until 30th October - there was no mention of my cancellation.

I have just spent 50 mins on the phone waiting to speak to someone.

When I eventually get through, the CS rep said I would be charged the full amount then get a refund after 45 days - when I said this was ridiculous, she said that is how it works.

Her solution was to cancel my DD, saying I would get a bill after my disconnection date and should pay that immediately. When I suggested that I could pay within 45 days I was told the bill would be in the hands of the debt collectors before then.

What a farce - legalised? Robbery.

Now I'm sure I made the correct decision to cancel.

Re: Cancellation - Final Bill
 

This is standard with Virgin Media. It allows for a customer who is cancelling to change their mind within the 30 day period and cancel their cancellation and continue.
For those that actually are cancelling and not just pretending, any overpayment will be returned when the cancellation actually happens.

Re: Cancellation - Final Bill
 

If its 'standard practice' then its wrong.

Don't wait for VM for a refund, claim from your bank under the DD guarantee, as they're breaking the rules.

Re: Cancellation - Final Bill
 

What rules are being broken? The Direct Debit taken will match the notified amount, so doesn't break any Direct Debit rules.

https://www.directdebit.co.uk/Direct...guarantee.aspx

As mentioned any overpayment from a bill once the cancellation completes is calculated and then refunded.

Re: Cancellation - Final Bill
 

If you've cancelled you've cancelled. VM seem to be assuming you didn't really mean it....

Re: Cancellation - Final Bill
 

Doesn't make any difference VM should only bill up until the cancellation date, it's actually frowned upon by Ofcom.
Raider contact Ofcom VM are forever crying about say BT or SKY yet they do scummy stuff like this.

Re: Cancellation - Final Bill
 

I should have been clearer in my previous post.

As soon as the cancellation completes then a final bill is generated. Where possible this will replace an existing bill that goes past the cancellation date and so an amended payment will be taken on a different date to usual to comply with the advance notification required under the Direct Debit rules.

Its usually when the Direct Debit payment process has already started before the cancellation completes is an existing bill payment taken and then overpayment refunded.

Re: Cancellation - Final Bill
 

Ah that makes it much clearer thanks Ben, this happens with any company i had the same when i left BT as the direct debit was already in process of going through i ended up making a overpayment which was refunded.

Re: Cancellation - Final Bill
 

Not what I was told when I eventually got through to CS.

As my end date is 30th October and payment date is 5th November, they have ample time to change the amount and collect what I actually owe.

I was definitely told the full amount would be taken as if I hadn't cancelled and a refund would be given after 45 days.

Re: Cancellation - Final Bill
 

45 days is unacceptable tbh, contact Ofcom also ask VM for intrest too.

Re: Cancellation - Final Bill
 

I will contact Ofcom, for all the good that will do

As for interest, not much point with interest rates as low as they are.

Re: Cancellation - Final Bill
 

A few months back I changed ISP & Gas/Electric supplier.

Both final bills were the paying the full normal amount, and then waiting for a refund for the difference, which both were received within a week.

I'm sure this was the case last time I have changed providers for anything, so I would say it's standard practice.

Re: Cancellation - Final Bill
 

Maybe, the difference is you were refunded within a week whereas VM are saying 45 days!

Re: Cancellation - Final Bill
 

45 days is unacceptable you was refunded within a week, VM are holding onto the ops money for longer than the average of 14 days companies take to refund.

Re: Cancellation - Final Bill
 

I would suspect that due to monthly billing cycles - you pay the same day every month - and 14 days to do a refund, then 45 days may be cited by OFCOM somewhere as a reasonable maximum time for a refund to get to your bank after you cancel.

Sky have the same policy although this only really happens on accounts with phone and broadband.