When will they disconnect?

On October 15, I called Melita Cable to request disconnection of my TV service. The operator took down my details and filled up the disconnection form over the phone.

On the same day, I filled in a form which is available on their site, scanned it and sent it by e-mail. I had also been advised that an appointment would then be set up for disconnection within 15 days.

At the time of writing 21 days have passed. Melita have not yet called to set up an appointment and this morning I called their customer support to ask whether they had any news. I also volunteered to take the equipment (which I dismantled and packed on the evening of October 15) to their offices.

Their reply was that the section which deals with these matters has a backlog and thus they have not been able to contact me yet to set up an appointment.

I have also enquired regarding a bill I received at the end of October for the service period starting from October 23, which is one week after I requested disconnection.

I do understand that since these invoices would be mass prepared it would be impossible to remove this from their mail run. However, strangely enough, while talking with their billing support, Melita have stated that the service will have to be paid until the date of actual disconnection, which has so far not arrived nor do I have any information as to when it will be.

Now, suppose you wish to upgrade a Melita service. If you wish to upgrade your service, you just need to make a phone call, and within a couple of minutes the service is upgraded and you may enjoy your upgraded service immediately.

This is because the modern technology Melita uses is able to provide service upgrades instantly. It is quite evident therefore that to disconnect the service, Melita is able to disconnect or close the service immediately. Although all the physical connections may still be there, the service is no longer available.

Therefore am I right to understand that for the period dating from my request for disconnection of service to the still unknown date of the physical disconnection means that Melita is forcing me to pay for a service I am not availing myself of (21 days and counting so far) and which I do not want? If so, this would be a rip-off.

Could Melita enlighten me with a decent answer, and confirm whether I am right? I am copying them in this e-mail so that they might also revise their standards of service.