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LTrain's avatar
LTrain
Settling in
3 days ago

Can't change Direct Debit

Hello,

Can anyone help me understand how I am meant to change my direct debit? I can't rely on my bank doing it as I am not doing a switch over.

I followed all the links and it seems the only page that is available first tells me that I have to pay the current bill and then I'll get a link to change the direct debit details. So I made the payment and got no link, just a thanks message. The direct debit was due to come out on the 21st.

On visiting the same page I'm told to pay again for the same period, even though it acknowledges at the bottom that I paid today! Ringing virgin media just makes the robot cut you off and text you to a link to the same page which is incredibly infuriating. 

So two questions really; am I now going to double pay and how in the world do I change the direct debit details?!?

billing
direct debit
directdebit

3 Replies

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  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    3 days ago

    Hi LTrain 

    Welcome to the Community Forums. 

    Sorry to hear of your concerns with your direct debit. 

    What steps are you following to change your direct debit? These here are the most up-to-date steps, and then depending on the changes you wish to make, there are full steps on how to do these. 

    If you have made a manual payment and also have an active direct debit, then you may be charged twice if the bill has already been generated for this month. If you had a pending payment, any change to your details needs to be made after your bill date and before your next bill is generated.

  • LTrain's avatar
    LTrain
    Settling in
    2 days ago

    Hello,

    I followed those steps yes, but was not able to change the direct debit. 
    If I understand you correctly I need to wait until the payment date from when the DD comes out next before I can change it?

    Is there a way I can get a refund or the amount reduced for a future bill if I double payed?

    thanks

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      2 days ago

      Thanks for coming back to us LTrain, if you do end up double paying, that amount would be automatically credited on your account and also yes thats correct you would need to wait until after the next payment to change the date of your direct debit.

       

      Kind Regards,

      Steven_L