Billed After Cancelling While In Cooling Off Period And No Service

[domg]

Hi,

I recently moved home and due to the fibre duct access being blocked I had to find a short contract solution - 4G hub.

I found the connection to be poor and so after realising I had access to the Virgin Media network I decided to go monthly with them until the fibre was available. Once the VM was available I spoke to several people at different customer service departments about cancelling the contract.

I eventually got someone to cancel the contract- they said they did - and asked if I'd get a confirmation email - nothing - and I have just been billed £42.12. When my contract was supposedly cancelled, the 4G hub was disconnected - no network. So I have been charged when I was assured the contract was cancelled and have paid for a service that was not available.

[domg]

I was told verbally that it was cancelled- but tell me honestly- if I have been  charged for a month why has the service been cut off after 6 days? That's paying for no service, which I think I can claim against. You should have some audit logs?

[domg]

Then who said "yes, that's been cancelled" !? Audit for the phone recording?

[XRaySpeX]

No, I'm just a user like you.

No, you can't go to the Ombudsman until you have a formal complaint in with EE for 6 weeks or it has reached deadlock.

[garybs29]

I reckon this could be the first bill in advancel & a final bill could be due IF it was cancelled properly. If cancelled within 14 days would need to be returned too. Regardless a call to customer service is right process not a complaint to ombudsman as they'll just as k if complaints process has been followed so a waste of time

[domg]

Thanks for your help. In the end it has been resolved and I am quite pleased that it has been resolved quickly without any stress. Thanks