Just tried (40mins ago) to do a PAYG top-up on line and it said payment failed try again, so I did. The payment said failed on the second attempt so I called my bank who have confirmed BOTH payments of £15 have gone through fine....where do I go from here? The credit is NOT on my phone but has been confirmed by the bank.
Hi, call 789 & speak to someone. They should be able to see how much credit you now have. If it's £30 & you only want £15, explain the mistake (i.e it said payment failed try again) & they should be able to reimburse you. It happened to me once & they paid it back without problem. It just took a few days to show back in my bank account.
Sometimes the bank allow the money to be taken but it never is, in this case a couple of days later it reappears as if by magic. The bank ringfence the cash for Virgin if they have failed to take it the above applies
Welcome to the Community Forum and thanks for your post. I'm sorry that you are experiencing a problem with your online top-up and that this was not sorted out for you when you called in. Has this been resolved for you now?
If you still haven't received the credit you purchased, I can look into this for you.
I will need to take more information from you in order to check this, so I'll send you a private message. Just check the envelope icon at the top right of this page.
Virgin Media Forum Team
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