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RD54's avatar
RD54
Tuning in
2 years ago

Direct debit and billing

Hi

 Can anyone help me with this problem I've just changed to another package with virgin £74 the previous one was £64 anyway I've had a email this morning saying I'm late paying and they've put a £7.50 charge on my bill which now comes to over £150. I have been with virgin for years now and thought payments would be dealt with the direct debit, anyway phoned 150 on my phone and was told the direct debit had been cancelled but on the app it says direct debit is set up so this is something the agent has done when I signed up for the new contract. I've had to pay them £148 this morning to them by credit card. And I've got to pay them £74 next month on another direct debit they've now set up again. Can anyone help me with this they already removed services on the new contract after telling me it would be the same which I posted on here and an agent called kane was supposed to have sorted for me but that hasn't happened.  I'm worried now I'm being scammed.

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  • Alex_RM's avatar
    Alex_RM
    Icon for Forum Team rankForum Team
    2 years ago

    Hi RD54,

    Thanks for posting, we're sorry for any confusion over this, and that you're still waiting on things to be resolved with Kain.

    We would advise to pop him over another private message if something needs chasing.

    Alex_Rm

    • RD54's avatar
      RD54
      Tuning in
      2 years ago

      In my last correspondence with him he has told me that my bill will revert back to £74 on my next payment but I had an email off virgin thanking me for the changes I had made on my contract and the upcoming bill will be £81 so I'm waiting to see what they charge me. I put a complaint in on the chat line a couple of weeks ago and they gave me a case number but I've heard nothing since. I've had enough of chat and phoning them it's the worst customer service I've ever had from anyone, it's making me feel ill dealing with them, why no one can't just  correct my contract is ridiculous. 

      • Arissa_H's avatar
        Arissa_H
        Icon for Forum Team rankForum Team
        2 years ago

        Hi RD54 👋🏼. 

        Thank you for coming back to us on here, as we can see you are in private chat with one of our member they will respond to you on there. Please reach out to us on private message regarding your current issue.