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.
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.
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.
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