Full direct debit taken after cancellation

[Thinkzs]

I cancelled my contract via PAC on 03/03/21 my contract finished on 27/02/21, I can no longer access my account, have not received a final bill and Vodafone have still taken the full direct debit from my account. Can you advise please before I contact my bank to report this.

[AnnS · Accepted solution]

Hi @Thinkzs 

If you were out of contract you would have been billed up to your disconnection date.  There is further information here: Cancel Account - Help and information 

It may be that the direct debit was already active at the bank and Vodafone were unable to stop the transaction providing you have not cancelled the direct debit any overpayment will be credited back to the bank.  When the account is fully closed you will receive the final 0.00 bill as your confirmation there is nothing further owing to Vodafone or to be credited back.

[Thinkzs]

Thanks for the reply. 

I'm not keen to have further direct debits taken while I await a final bill. As I can no longer access my account I will not be able to check my bill.  This is far from an ideal situation. Vodafone's own guidance specifically states they will not take further DD's after disconnection. 

[hrym]

If your account has been closed, that suggests the cancellation has been completed.   However, direct debits are prepared in advance of actual collection, so it's possible you cancelled in between those two stages.   Your final bill should show a zero balance and the dd should be refunded pro rata as appropriate.

If you want confirmation and to set your mind at rest, drop a note to the Social Media team on Facebook or Twitter and they'll be able to investigate for you.   They normally confirm your identity by sending you an SMS code, but if you no longer have the revelant number, explain this and they can confirm by other means.

[donnyguy]

Hey, 

That's happened to me. 

So basically from the dates you shared, a bill will have been produced on the 27th billing you up to the end of March and it looks like they've taken payment. 

I'd therefore expect your final bill to be a refund from the 3rd until the 27th and if the direct debit is still in place, they'll pay it back into your bank.