topic Contract not cancelled in My Account/Billing

Contract not cancelled

abgicloud — Tue, 24 Feb 2026 18:06:52 GMT

After a phone call to cancel my account, I had an email confirming that it would be cancelled on a certain date. I then had my usual charge come out of my account after this date. I've cancelled the direct debit on my banking app, but could I be liable for charges if they try to take money again - even though technically I thought I had cancelled my account?

Re: Contract not cancelled

bmc — Tue, 24 Feb 2026 18:23:12 GMT

@abgicloud

Although you'll need a member of staff to confirm this, it could be the Bill was generated before you cancelled the account which led to the charge.

Normally this sorts itself out the following month when a credit is issued but with the DD being cancelled It may take a while after the bill is generated.

Brian

Re: Contract not cancelled

Peter_JW — Wed, 25 Feb 2026 08:36:03 GMT

Welcome to the Community, @abgicloud.

As @bmc mentioned, it's likely a case that the bill was produced, and therefore a case of the payment request being sent to your bank, prior to the cancellation request.

The quickest way to get this checked out will definitely be to give our team a call, and they should be able to confirm what's happening right away.

Alternatively you're welcome to drop me over a private message with your account details and we can get this chased at our end, but it may take a bit longer.

Peter