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