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jack29
On our wavelength
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Failed top-up but money taken

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.

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Superuser
Superuser
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Re: Failed top-up but money taken

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.

AlexKid :-)
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psdhart
Joining in
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Re: Failed top-up but money taken

I have the same problem, tried speaking to 789 but they suggested my bank could be the problem which is not the case

 

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J0hn
Super solver
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Re: Failed top-up but money taken

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
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Forum Team
Forum Team
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Re: Failed top-up but money taken

Hi psdhart,

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.

 

Kind regards,

Terri

Virgin Media Forum Team


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