This guide helps with
- Explain why a charge after cancellation can be disputed
- Find the date and proof of your cancellation
- Raise the dispute in writing with the original provider in mind
- Ask for collection to be paused while it is checked
- Know where to get free help if it is not resolved
5 min
What's happening
You cancelled a service — a subscription, membership or contract — but you are being charged for a period after the cancellation. If the cancellation was made properly, the charge for that period is reasonably in question. The way to resolve it is to show when and how you cancelled.
This is general information, not legal advice. Contract terms vary, so please also seek free, independent advice.
What to do
Tell us, in writing, the date you cancelled and how you did it, and provide proof such as a confirmation email or cancellation reference. The charge usually relates to the original provider, so it may need to be checked with them. Ask us to pause collection on the disputed period while it is reviewed.
Step by step
- Note the reference number and the original provider's name.
- Find proof of cancellation — a confirmation email, reference number, or letter.
- Write to us stating you cancelled the service before the charged period.
- Give the cancellation date and method, and attach or describe your proof.
- Ask for collection to be paused on the disputed period while it is checked.
- Keep a dated copy and follow up in writing if needed.
What evidence helps
The clearest evidence is a dated cancellation confirmation or reference number. If you cancelled by phone, note the date, time and who you spoke to; if in writing, keep the message. Our Help Centre has more on disputing a charge.
Who to contact
Raise it with us through the contact page, and keep any dealings with the original provider. For free help, the National Debt Helpline on 1800 007 007 can advise. If it cannot be resolved, an external scheme such as AFCA may be able to consider it.
Good to know
- A charge for a period after a proper cancellation can be disputed
- Show the date and method of cancellation, with proof if you have it
- The charge usually relates to the original provider and may be checked with them
- Free advice and external dispute resolution are available if it is not resolved
FAQ
What if I cancelled by phone and have no email?
Note the date, time and who you spoke to, and ask the provider to confirm the cancellation in writing. Tell us the details and ask for the disputed period to be held.
Do notice periods affect this?
Some contracts have a notice period, so a charge may apply for part of it. Ask for the basis of the charge, check it against the terms, and seek free advice if unsure.
Who checks the cancellation?
The charge usually relates to the original provider, so it may be checked with them. Raise it in writing and ask for collection to be paused on the disputed period.
Still stuck? Our team is happy to help you sort it out.