Why I am I still being charged for an account that I closed in October. I was disconnected a few days before the 31st October and promised by the advisor when I called to cancel that all would be seamless in the change over to my new provider. I was notified by email that I would be billed in November. I thought maybe this was a final bill as other companies such as mobile phone providers do this. I checked my account. It was still active. I conducted a webchat with an advisor who gave me the usual apologies and "Don't worry we will cancel with immediate effect and credit your overpayment". I thought ok this will be the end of it. Today I receive an email saying that my account has been reactivated for some reason and says that I paid an outstanding bill. What is this about and WHY has my account not been cancelled as promised!!!!! Also I have been billed again and not received any refund as promised. I understand that errors can be made through lack of skill but if you say that something will be done and it isn't then that shows a lack of will . You are supposed to give "Award winning service". Not this time!