Good evening.
I cancelled my contract on 31st March, with my final bill being paid in April. However, I received an email earlier this month with another bill, saying that I will be charged again 10/05/23 when I haven't used the service in over a month. I was told in the phone call that my service would be stopped, and my final bill would be in April, with no further payments.
However, on live chat this evening, I was told the following 'upon further checking here in our end and I can see here that your package which is the Fibre 65 (FTTC-OR) the copper line was still in active. The full fibre package which is the FullFibre package of fibre 65 data only was already cancelled on 2nd of April'. I cannot understand for the life of me why you have decided that I only wanted the full fibre part of my contract cancelled, when I was told that it was completely cancelled. And secondly, if part of my contract has been cancelled, why am I being charged exactly the same amount? Just baffling and I can't believe that I was lied to that my contract was cancelling when it blatantly hasn't.
I've just got out of the live chat conversation with 4 separate people, being passed around for an hour with no one actually being able to help, just to be given a phone number. I would please like for someone to look into this and prevent any more payments as I do not want to be paying for a service which I cancelled and have not used for over a month. I will be taking this further and making a complaint.
