Still charging after leaving plusnet

[#1]

My service was transferred to virgin media early may, don't have exact date available since their app is as glitchy as this website. . My tracking shows the plusnet router arrived back with plusnet on 24th May. Yet I am still being charged £57 a month for plusnet service?! I have disability which means I cannot ring plusnet. Please can someone help me I can't seem to contact plusnet digitally. Just before my contract ended in April, the last couple of bills went up by £18 a month. What on earth is going on?

[#2]

@Leanne_T Can you or one of your team assist here, please?

[#3]

Welcome to the Community, @Ginnysmum1 

I'm keen to take a closer look into this one, so I've just popped you over a private message so we can take a few more details. 

Thanks for highlighting this too, @jab1 

Peter 

[#4]

I can explain the increase of £18/month at the end of your contract.

For taking a contract for a period you get a "discount". The cost increases to an undiscounted price once the minimum term of the contract ends.

Billing is also in advance so (say) at the start of April you pay for the service for April. When you change provider to Virgin, when your Virgin service starts they should tell Plusnet and you will get a refund from Plusnet for the unused part of the month.

This refund can take a little while to arrive and so you can get it, don't stop the Plusnet direct debit.