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.
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.
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