topic Re: Cancel Order in My Order

Cancel Order

roundhamclub — Fri, 25 Feb 2022 14:35:52 GMT

I am new to the company, and didn't realise my predecessor had signed a new contract with XLN last year, so we are stuck with them until early 2023.

They should have contacted you to advise you and to cancel the order, they have put a block on the line, but as I have received this email (advising a transfer date), I thought it best to let you know directly.

Once the contract ends, I will sign up with you again, should be late January 2023, and hopefully by then you'll have FTTP services, as this is where we aim to head next year.

Regards

Steve

Re: Cancel Order

adam945 — Fri, 25 Feb 2022 16:53:59 GMT

Hey @roundhamclub

Thanks a lot for getting in touch, in order to process a cancellation, you'll need to call our Customer Options Team on 0800 013 2632. I've had a look at the order and it's still going through, once the account is closed, the order will be cancelled automatically.

Re: Cancel Order

roundhamclub — Wed, 02 Mar 2022 08:01:05 GMT

Hi,

Thank you for your e-mail, i have now phoned and cancelled this.

My bill has now been e-mailed, showing a credit of £39.59 on the account, having paid the initial payment on my own debit card, can this be refunded back to my card please?

Regards

Steve

Re: Cancel Order

SammyM — Wed, 02 Mar 2022 08:59:31 GMT

Thanks for getting back to me @roundhamclub, I appreciate it.

Once the final bill is generated it will be picked up in the next few days after and automatically refund.

Please get back to me if you don't have any communication in the next few days.

I am sorry you decided to leave us and for any inconvenience this has caused.

Re: Cancel Order

roundhamclub — Sat, 05 Mar 2022 18:52:49 GMT

It’s still showing as a credit on the account, no refund has been processed.

Re: Cancel Order

adamwalker — Mon, 07 Mar 2022 11:15:54 GMT

Hi there, sorry for any confusion, any refunds that are due when an account is closed are processed within 21 days of the account having been cancelled so that should show on the account within the next couple of weeks.

Re: Cancel Order

roundhamclub — Wed, 23 Mar 2022 11:03:16 GMT

Hi, still showing as a credit on account, no refund yet received?

Re: Cancel Order

adam945 — Wed, 23 Mar 2022 11:09:46 GMT

Hey @roundhamclub, have you received any emails from us at all asking to provide us with account details that a refund can be sent to?

Re: Cancel Order

roundhamclub — Wed, 23 Mar 2022 11:28:18 GMT

Hi,

We have received no communication.

It was paid on a debit card, so you can just refund it back to that?

Re: Cancel Order

adam945 — Wed, 23 Mar 2022 16:21:37 GMT

Thanks a lot for getting back to me @roundhamclub and I'm really sorry about that. I've just sent a memo across to our Billing Operations Team and have asked both how and when your refund will be processed.

I'll be back in touch as soon as I've had a response.