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ippy23's avatar
ippy23
Joining in
7 days ago

Bill Paid Twice

Hi, I am new to using Virgin Media and got a bill through for my first payment. I tried a number of times to pay it through the app but it was not working, so I instead paid via bank transfer from another card. On the payments deadline day another payment for the same amount was taken out of my original bank account - I must have previously set up a direct debit that I had forgotten about. 

I have tried numerous times to contact customer service, working through their chat bot and not getting anywhere, and then phoning a number of times only to be hung up on by the phone bot. This loss of this money and lack of information on how to get it back has been causing me a lot of stress.

I have read on other forum pages that Virgin do not offer refunds, but only credit. I again have searched for where this credit might be and have been taken to the chat bot which once again does not have the option I am looking for. 

How can I be sure all of this money was taken into my account as credit, and be assured I will not be charged for my next bill?

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3 Replies

  • Vikki_M's avatar
    Vikki_M
    Icon for Forum Team rankForum Team
    7 days ago

    Hi ippy23,

    Thanks for your post and welcome to our community. 

    We're sorry to hear you accidentally paid the bill twice.

    If a direct debit is in place, this will take the amount automatically regardless of if additional payments have been made.

    You can do an indemnity claim at the bank for the direct debit payment if you wish?

    Or, you can leave the Virgin Media account in credit and this will come off the next bill statement.

    Please let us know how you'd like to proceed. 

     

    • ippy23's avatar
      ippy23
      Joining in
      23 hours ago

      Thank you for the response. I would like to leave it as credit but how can I be assured that the money won’t be taken out of my account again as a direct debit next month?

      • Molly_T's avatar
        Molly_T
        Icon for Forum Team rankForum Team
        9 hours ago

        Hi ippy23 👋 Thanks for getting back to us! 

        Credit that sits on your account remains there until your next bill is generated. When that happens, your bill is then printed and sent to you, and you will be able to see any charges or credit on there.

        If there's credit on your account, the bill will show as being £0 and then when the direct debit is generated for your bank for that month, it would also be £0. (So no payment would be taken!)

        We also can't see any pending payments with the bank until the bill has been printed and sent to you - but if there were any pending at this stage that were incorrect, we would also be able to amend or delete them. (Providing it's not too close to the payment completing at the banks end)

        If you have further concerns when your bill is printed this month, just pop us over another message on this thread and we can always take you into a PM conversation to check the account. 

        Let us know if you have any other questions or concerns in the meantime! 🌞