Forum Discussion

awall's avatar
awall
On our wavelength
2 months ago

Billing issue following DD details change

Complaint made to virgin re D/D  following last month on changing bank details only to be advised they could not accept ,hence needed set up on line, received recent e-mail that outstanding bill due to D/D  not in place? and charges....2 days later ADVISED they have accepted the D/D  bank has sent ( after being advised from advisor they could not accept)   Been trying to get through on phone for near 1 hour but not able to get through to advisor, further to this went on webchat, but when trying to advise of passwords etc , cut off by terribot 3 times ....given up , I feel I am kinda techy minded, so sorry for those stuck in similar dilemma, will not be renewing contact 

7 Replies

  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    2 months ago

    Hi awall 

    Welcome to the Community Forums. 

    Sorry to hear of our direct debit concerns. We aren't able to help with any direct debit changes via the Community Forums. 

    Do you know if your direct debit is now correct and you're just looking to resolve a billing concern? If your direct debit was not active at the time your bill was due, then this would have needed to have been paid manually. Does your online account show that your direct debit is now set up correctly? 

    • awall's avatar
      awall
      On our wavelength
      2 months ago

      Thanks Carley, no, still no response re complaint or phone call, when calling last month the advisor took details and confirmation received DD set up from account we had to change as we were advised virgin could not take instruction from bank on acc provided (early May) this sunday received email we were in debit and found out monday that account number bank provided now live? the Original acc was active, hence VM  at fault for cancelling the one we set up with them without notification, thanks for getting back to me, only hope someone gets back soon to resolve

      Kind regards

      • Gareth_L's avatar
        Gareth_L
        Icon for Forum Team rankForum Team
        2 months ago

        Thanks for the reply.

        Glad to hear everything is okay now, barring the call you're waiting for.

        Please keep us posted on how you get on.

        Gareth_L