topic Re: Cancelled account 4 months ago - and still charged £70 a month since in Contracts & Billing

Cancelled account 4 months ago - and still charged £70 a month since

auralvirus — Mon, 22 Jun 2026 22:15:08 GMT

Cancelled account 4 months ago via telephone yet have still been charged £70 a month since.

How do I get a refund? you'll clearly see ZERO activity on the internet.

Why wasn't the account cancelled?

Re: Cancelled account 4 months ago - and still charged £70 a month since

Debbie_G — Tue, 23 Jun 2026 07:59:07 GMT

Hi @auralvirus.

Thanks for coming to the community.

If you cancelled your account four months ago and are still being charged, I’d recommend getting in touch with our customer support team so this can be investigated further. We don’t have access to customer accounts here on the community, but the team will be able to review what’s happened and help from there.

Debbie

Re: Cancelled account 4 months ago - and still charged £70 a month since

auralvirus — Tue, 23 Jun 2026 08:42:09 GMT

I have already contacted customer services & (hopefully) shall be receiving
a full refund of over £300.

I think posting this issue on the forums is essential as it needs to be
publicly known so customers are aware that simply cancelling over the
telephone is apparently not enough and that physically stopping their
direct debit at the bank is an unfortunate requirement.
In my 2 decades plus of experience with net providers it has never been a
pleasant one, from being overcharged, to having to wrestle for mac codes to
bodged installations, locked into services whether you want, need or use it
& this current scenario/fiasco of being charged £70+ for 5 not 4 months for
a service that was clearly not used, when, as said, I shouldn't have been.

ISP's are either notoriously unscrupulous or incompetent, so until these
issues no longer occur scepticism is healthy.

Re: Cancelled account 4 months ago - and still charged £70 a month since

Debbie_G — Tue, 23 Jun 2026 10:07:08 GMT

It’s good to hear you’ve already spoken with our customer support team and have things progressing, @auralvirus.

Thanks for sharing your experience. Please keep us updated with what happens.

Debbie