Hi Saroft
A member of the forum team may be able to help, but you may need to speak to the Billing team. If possible please have the information shown below handy.
The info below is from the /billing-and-payments/payment-issues page
Made a payment you can't see on your account?
If a payment isnât showing, it might just be that it hasnât cleared yet. Check out our help article about making a paymentfor more information about process times.
What will I need to prove I've made a payment?
To help us search for your payment, youâll need to provide us with the following details:
Name, Address, Account number, Date of payment, Payment amount
You also need to provide a few extra details, depending on your payment type:
Bank transfer
Note: If the payment wasnât made to a Virgin Media bank account, youâll need to chat to your bank.
PayPoint
Card
The first 6 and last 4 digits of your card number
The 6-character authorisation code you got when you made your payment
A bank statement showing the transaction
Cheque
Cheque number
Date it was cashed
Your Virgin Media account number
The sort code and bank account number you paid the cheque to br>
A bank statement showing the transaction
Direct Debit
The core reference number
Service User number (SUN) (you can get this from your bank)
A bank statement showing the transaction
