Is this right?
 

For years I`ve been with Virgin and paid by direct debit the usual monthly bill. However I rang up yesterday telling them I was moving and wanted to take my services with me. That went smoothly enough and got a date for the day after I move. Late last night I received an email and wondered if this part of the email is correct because I dont fully understand it.

"Your first bill at your new address will be a double bill, since we'll be billing you for the current month and a month in advance. There'll also be your final bill for your old address, which will be calculated within 5 days of your account closing. The balance, which could be a credit or a debit, will be transferred to your new address and added to your first bill.

Also got up this morning and another email welcoming me to my new home (I`m not there yet) informing me that I will have a new account number. Is that normal ?

Re: Is this right?
 

Yes, it's all normal. They close one account and open a new one.

The account numbers are tied to the house address, so will change too.

Re: Is this right?
 

I would be phoning up getting figures making sure it I all correct

Re: Is this right?
 

Does that mean the customer would lose record of their tenure as a customer?

Re: Is this right?
 

It would also be a new 12 month or more contract I would have thought, so might be able to get a better deal than you currently have.

Re: Is this right?
 

Nope, as the two accounts are linked to show that you've moved.