Forum Discussion

Lee-SX's avatar
Lee-SX
Tuning in
15 days ago

Bill problems

Have always paid my monthly bill using Quick pay (due to never being sure if money was in account for DD).
Not a problem until November last year, when it would not let me scroll down for the payment verification code.

Contacted Virgin on X/Twitter (as phone help was no help and Web Chat left me hanging for 3 hours) and was told "Currently, we're unable to process payments through this online platform. This issue has already been escalated to our technical team, and they're working to resolve it as soon as possible". So the only option was to pay over the phone (not ideal as no receipt sent)
Did this in November and seemed ok, same problem in December Quick pay still not working but paid again by phone and got reference number, and bank statement shows payment.
Got an e-mail same day to say I had been charged £7.50 late payment charge as I had put it off hoping site would be fixed.
Went to pay this months bill and it says I hadn't paid last month?
Tried all the usual methods to speak to someone, website only gives advice on how to pay and not bill errors. Called 0345 4541111 but only option was pay now or by the link we've texted you then "thank you and goodbye"
Guessing I might get my services restricted very soon so would like to sort this out, but can't speak to an actual person.

  • Kath_P's avatar
    Kath_P
    Forum Team
    15 days ago

    Hi Lee-SX, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear there's been some issues with your payments. When making them, it's worth remembering that it can take up to 24 hours to hit your account so it's always worth making sure you make the payment at least 48 hours before your due date. This will ensure the payment hits the account before the next bill is generated.

    I can see you've already spoken to us via Social Media and we've explained things there. We are the team who pick up interactions across the Community, Facebook, X and Instagram so there isn't a need to contact us on 2 different platforms 😊

    Let us know if you have any further queries. 

    Thanks,