Hi all, I'm hoping someone from Nexora can explain this because I'm a bit fed up now.
I cancelled my broadband when I moved out at the end of April. I was told there'd be an early termination fee because I had a minimum term left, fair enough, but the final bill has come through at £143.20 and the online account now shows another charge pending for £12.74.
I didn't even use the service after 28 April. Why am I being charged again? I rang and got told different things by two people, one said it was the full ETF, the other said it was a pro-rata charge. It doesn't make sense.
If anyone knows how Nexora calculates this, please let me know. I'm not trying to dodge paying what I owe, I just want it to be right.
Hi MiaH, thanks for posting and sorry this has caused confusion.
Early termination fees are usually based on the remaining minimum term at the point of cancellation, not on whether the service was used after the move date. That said, the amount should still match the contract end date and any notice period.
If you're comfortable sharing the last 4 digits of the account number and the cancellation date, I can check whether the extra £12.74 is a separate item or an overlap on the final bill.
I had something similar last year. Mine turned out to be the notice period plus the early exit fee, which the first agent didn't explain properly. Annoying, but worth checking the bill breakdown page if you can still log in.
Just to add to James's reply, the extra amount can sometimes appear if the account closes partway through a billing cycle and the system generates a final partial charge before the ETF is applied.
If you'd like, I can review the billing notes once you send a DM with the account details. If the fee has been duplicated, we'll get it corrected. If it is the correct charge, we'll explain the calculation clearly.
Thanks. I checked the bill and it honestly just shows 'termination charge' twice, no breakdown. I've sent the last 4 digits to the DM as asked.
I do think the notice period thing was the problem, because I rang to cancel on 24 April but it didn't go through until 28 April. If that's the case then fair enough, but it would have been nice to be told before the bill arrived.
Thanks, MiaH. I've checked the account and the charge is made up of one early termination fee plus 4 days of line rental during the notice period. The system labels both as termination-related items, which is why it looks like the same charge twice.
I've now raised this as a billing clarity issue because I can see how that presentation caused confusion. The amounts themselves are correct for the contract end date on file. I appreciate that's not ideal, but nothing further is due.
Okay, that makes more sense now. Still not thrilled about it, but at least I understand where it came from.
Thanks for checking rather than just copying the same script at me. Marking this as resolved.
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