Why hasnt my old phone contract been cancelled when it should have been?

[djsully91]

A few months ago I had updated from a contract I had on an S23 ultra of which I now have a new number having upgraded to a new contract with an S25. 

I had requested at the time of the upgrade for the old number to be removed or cancelled, and today I find out that I am being charged an extra £100 for a number I am no longer using. 

Last months bill was for £63 and today I find that the bill is for £244, when I received no prior notification of this months bill when I should have. 

So why has my old number not been stopped, and why am I still being charged when it isn't and hasn't been in use? 

[Rach_H · Accepted solution]

Hi @djsully91 

Welcome to the Community!

We know how important it is for you to know what is happening with your account, so I'm sorry to hear that you're being charged and you're not sure why. We don't have account access here on the Community, so this isn't something we can check, but if you reach out to our team then they can see why this is happening, and work to get this resolved for you moving forward.

Rach