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.
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.
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.
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