Plusnet direct debit didn't stop after cancelling broadband

[#1]

Hello,

I cancelled my plusnet broadband on the 6th of September by phone and received a confirmation email that the cancellation will take place on the 20th September with no cancellation charges. I assumed the direct debit would also be cancelled but it appears it hasn't. Please can you make sure this is cancelled from your side and refund my money which is about to be taken?

Thanks, Toby

[#2]

Hi Toby, I'm sorry to see you've decided to leave us.

Once an account is cancelled, we'd generate your final bill within 21 days which in your case if they're no cancellation charges, this would be a pro-rata refund for anything you've paid for a service you've not had. This refund will then be issued back to your bank through your active direct debit instruction, which normally takes around 5 to 10 working days.

I hope this helps.