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Account cancelled but normal payment taken

gemmarathbone
Dabbler
Posts: 22
Thanks: 1
Registered: ‎03-06-2021

Account cancelled but normal payment taken

I rang on 10 June to cancel my broadband account due to moving in with my boyfriend and he already has Internet set up in his place.
The chap I spoke to processed it fine, set the final date of service as 30 June and said the last payment would be around £70 on 1 July for the final use and charges for leaving my contract early.
So why has my usual monthly billing amount been taken today, 30 June?
4 REPLIES 4
MisterW
Superuser
Superuser
Posts: 16,288
Thanks: 6,243
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Registered: ‎30-07-2007

Re: Account cancelled but normal payment taken

Normal billing continues until the account actually closes. At that point a final bill is generated covering any early termination charges and a credit for any period paid Iin advance. 

So in your case your final bill will have any etc's and a credit for nearly a month

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

gemmarathbone
Dabbler
Posts: 22
Thanks: 1
Registered: ‎03-06-2021

Re: Account cancelled but normal payment taken

OK. That wasn't explained over the phone, not sure what the £70 he mentioned actually covers then and whether it will be taken tomorrow like he said?
MisterW
Superuser
Superuser
Posts: 16,288
Thanks: 6,243
Fixes: 447
Registered: ‎30-07-2007

Re: Account cancelled but normal payment taken

Its unlikely to be taken tomorrow, it can take up to 21 days for the final invoice to be produced.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

SammyM
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,043
Fixes: 101
Registered: ‎22-01-2018

Re: Account cancelled but normal payment taken

Hiya @gemmarathbone

 

Thanks for getting in touch and I am sorry for the confusion, I can appreciate the frustration this will have caused. 

 

The final bill once an account is closed can take up to 21 days to generate and any normal bills generated while the account was active will be taken as normal in the meantime. 

 

The final bill will have a prorata balance, which will include any termination fees. 

 

Please drop us a message if you don't receive that bill with in that time period and I can investigate this further for you.  

 

 

If this post resolved your issue please click the 'This fixed my problem' button
 Sammy M - Sheffield Team
 Plusnet Help Team